Analytics summarize an Agent's interactions. Use them to find a pattern, then return to the underlying conversations before you change anything.
Interactions
What people asked becomes structured events.
Governed metrics
Definitions compile the events into consistent measures.
Dashboard
Tiles show trends and segments.
Conversations
The evidence that explains the pattern.
Start with a question
Pick a measure because it answers something you are trying to decide: which topics are growing, where answers get flagged, how demand differs between two Agents. A dashboard assembled without a question is a collection of decorative numbers.
Respect the definition
Metrics here are governed: a definition is owned, versioned, and compiled the same way every time it runs. That is what makes two tiles with the same label mean the same thing. Read the definition and its filters before you compare periods or Agents.
Segment carefully
Time, Agent, Delivery and review status can all reveal something real. Small segments can also be noise, and a small enough segment of customer conversations stops being anonymous.
Move from pattern to improvement
Open representative conversations, find the shared cause, change the right layer, then watch the same measure over a later period. One corrected conversation is not evidence that anything improved.