# Reading your agent analytics **Category:** [AI Chat Agent](https://help.totalctrl.app/hc/totalctrl/totalctrl-help-center/en-US/categories/agent) **Updated:** 2026-10-04 ## What Analytics tells you Open an agent and choose **Analytics**. Pick a range at the top right — 7, 30 or 90 days, 12 months, or all time. Everything below reflects the range you chose. ## Automation The headline question: is the agent handling things, or passing them on? - **Conversations** — how many started in the range, and how many are still open. - **Resolved** — the share the agent finished on its own. - **Handed off** — the share that reached a person or became a support ticket. - **Abandoned** — the visitor went quiet without an answer. ### How the percentages are worked out Two things are worth knowing, because they change how the numbers read. **Rates are over finished conversations, not all of them.** A conversation still in progress has not failed — it just has not ended. If we counted it as unresolved, your resolution rate would drop every time the workspace got busy. **An inactivity close counts as abandoned, not resolved.** Someone who stopped replying did not tell you their problem was solved. Counting that as a success would make an agent look better the more people it lost. A conversation that reached a human stays a handoff even after someone closes it. The agent did not resolve it, and the number should say so. ## Sentiment How customers felt by the end of their conversation, from −1 (frustrated) to +1 (delighted), with the mix of positive, neutral and negative underneath. Sentiment is judged from the finished transcript, so it reflects how the conversation *ended* rather than how it started — a rocky start with a good answer reads as positive, which is usually what you want to know. ## High-volume topics What people came to ask about, grouped into short phrases like “refund request” or “password reset”. This is the fastest way to find the gap in your Help Center: a topic near the top that your knowledge sources barely cover is an article waiting to be written. ## Trends What changed against the period immediately before the one you are looking at. A topic shows up when it moved by more than 20%, or when it is new with at least three conversations — small wobbles are noise, not news. Trends need a fixed range to compare against. Choose “All time” and this section is empty, because there is no previous period. The wording follows what the agent is *for*: a support agent reports “Customers are asking about…”, a sales agent “Sales prospects are asking about…”. Set that under **Settings → Configuration**. ## When figures are missing Automation appears immediately — it is counted from the conversations themselves. Sentiment and topics need each conversation to be read once, which happens shortly after it finishes, so they lag by roughly fifteen minutes. Until then the page tells you how many are queued rather than showing an empty chart that could be mistaken for “no negative conversations”. Conversations with nothing in them — someone opened the widget and typed “hi” — are skipped rather than analysed, so they do not pad your topic counts. If a workspace has a lot of history, expect the first day or two to fill in gradually. ## Elsewhere in TotalCtrl - **Dashboard** — add *Waiting on a human* and *AI agent performance* from the Customize menu. - **Analytics app** — AI Chat Agent metrics can be added to any custom dashboard. - **API** — `GET /api/v1/agent/agents//analytics` returns the same figures. --- ## Related Articles - [AI Support Agent overview](https://help.totalctrl.app/en-US/articles/ai-support-agent-overview-1) - [Configuring Your Agent](https://help.totalctrl.app/en-US/articles/configuring-your-agent) - [Test your agent before launch](https://help.totalctrl.app/en-US/articles/test-your-agent-before-launch) - [Conversations and the Handoff Inbox](https://help.totalctrl.app/en-US/articles/agent-conversations-inbox) - [Restrict the agent to your sites with Allowed origins](https://help.totalctrl.app/en-US/articles/agent-allowed-origins) --- [← Back to TotalCtrl Help Center](https://help.totalctrl.app/en-US/)