> ## Documentation Index
> Fetch the complete documentation index at: https://cntillion.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent dashboards, Pulse, topics and sentiment

> Monitor agent performance in Pulse and compare conversations, cost, success and customer satisfaction across your workspace in Dashboards.

Workspace **Home** and **Dashboards** report across your agents. Open an agent
from the sidebar to see **Pulse**, its activity summary and charts. Choose
**Preview** in the top bar to open it on the right. It starts closed and keeps
your open or closed choice as you navigate between agent pages. Preview uses the current branch's saved
draft and supports voice, chat, widget display, tool mocks and the debugger.
Close it with **Close preview**, reopen it from the top bar, or open the
full-screen Preview.

During a voice call, the orb stays visible and responds as you and the agent
speak. Use **Show transcript** to read the conversation and **Show orb** to
return to the call view. You can mute your microphone, choose audio devices,
type a message or end the call from either view.

Preview also opens beside **Agent → Configuration**. See
[agent behavior](https://cntillion.com/docs/agents/create-an-agent.md#behavior-emotion-and-voice) to configure
emotional delivery and inspect audio tags in its transcript.

## Pulse

Pulse shows conversations, evaluation success, topics, average cost, sentiment,
average duration, customer satisfaction, transfers to a human and response time.
Use **Pulse preferences** to focus the last row on inbound or outbound calls.
**Expand** opens the activity summary; **Analyze** opens Mastermind. The summary
is calculated from the selected period.

Each chart appears as soon as its data is ready. A slower chart keeps its own
loading placeholder while the others remain available. If a chart fails to
load, choose **Try again** to refresh the report.

The small chart button on each card opens the corresponding Dashboards tab
with the same date range. Reporting covers all branches and includes previews.
Changing the editor branch changes Preview's configuration, not the report's
scope.

![Centillion Support Pulse with conversation and success charts, topic bubbles, and the voice orb in the open Preview panel](https://mintcdn.com/centillion/n9koGqutqlVBNAYF/images/analytics/analytics-02-pulse.webp?fit=max\&auto=format\&n=n9koGqutqlVBNAYF\&q=85\&s=e2ebfb3d79df7001d0f7e936eb231727)

Pulse with the agent's voice and chat Preview open beside its activity summary and charts.

## Dashboards

Workspace Home and each agent's Dashboards use the same reports. The workspace
**Agent** filter narrows them to one agent; an agent's own Dashboards keeps that
agent selected.

Before a workspace has activity, Home and Dashboards show labeled fictional
charts so you can explore the reports, including on Free. Sample charts never
count toward real metrics, credits or billing. Their exports are labeled as
sample data. **Hide sample data** restores your actual reports and plan limits;
the choice is remembered for this workspace in your browser, separately from
the sample inbox. Real activity replaces the examples automatically. Choosing
an empty date range in an active workspace never brings samples back.

![Workspace Dashboards with conversation totals, average duration, credit cost and a daily chart stacked by Centillion Support and Centillion Sales](https://mintcdn.com/centillion/nMR9GMdiMvSurBO_/images/analytics/analytics-03-dashboards.webp?fit=max\&auto=format\&n=nMR9GMdiMvSurBO_\&q=85\&s=739f87557d3ca380d3d06ed4fd66a37b)

Workspace Dashboards compares the same metrics across agents. Group by Agent and turn on Stacked view to see each agent's contribution.

* **General** includes conversations, average duration, total and average credit
  cost, evaluation success, CSAT and response time.
* **Evaluation** shows overall pass rate, criteria rankings and a trend chart
  for each recorded criterion. **Workflow** shows recorded workflow transitions.
* **Data collection** shows a card for each enabled data point in the agent's
  Analysis settings. Switch each card between **Bar chart**, **Line chart** and
  **Totals**. Text and boolean fields show value counts; numeric fields show
  averages over time and their sum, minimum and maximum in Totals.
* **Audio**, **Tools** and **LLMs** show recorded timings, executions and usage.
* **Topics** shows topic bubbles and a table sortable by conversations,
  sentiment and success. Open **Manage topics** to edit the agent's topic list.
* **Knowledge base** shows source references for complete UTC days in the
  range. Partial days are excluded because source references are recorded daily.
* **Advanced** includes agents, languages, channels, countries and call outcomes.
* **Chats**, **Sentiment** and **Helpdesk** keep the existing analytics available.
  On these tabs for an agent, use the link below the charts to open the
  detailed report, including the original comparison and team filters.

A dash means there is no measurement. Queue, interruption, model fallback,
retrieval timing and guardrail charts say when Centillion does not yet record
their measurements. They do not report an unmeasured value as zero.

Data collection uses the latest completed analysis of each conversation in the
selected period, excluding previews and test calls. On an agent's dashboard,
the selected branch determines its fields and conversations. Workspace reports
use each agent's Main settings and keep fields from different agents separate.
**Manage data points** opens the agent's Analysis settings. An enabled field
without results still has a card; disabled and removed fields are hidden.
Charts keep the eight most frequent text values and group the rest as
**Other values**. A missing value is counted as **not found**; `false` and `0`
are collected values. Lead and form submissions remain in their activity pages.

![Data collection cards for request type, follow-up requested, order total and preferred contact time, with independent chart view controls](https://mintcdn.com/centillion/LsCjjLENoHXyQUTE/images/analytics/analytics-06-data-collection.webp?fit=max\&auto=format\&n=LsCjjLENoHXyQUTE\&q=85\&s=6b4e7b6b7710689479991463c5745b16)

Data collection charts follow the agent's configured fields. These fictional examples show totals, a line chart, numeric summaries and a field waiting for its first result.

![Detailed Chats report with Total conversations, Total messages, Thumbs up and Thumbs down, and a period comparison chart](https://mintcdn.com/centillion/WLpDA0mJ1ryQ1IZ5/images/analytics/analytics-01-chats.webp?fit=max\&auto=format\&n=WLpDA0mJ1ryQ1IZ5\&q=85\&s=7235d46be6e0a7c4a0edb2b05b19ac22)

The detailed Chats report includes message feedback and comparison with the previous period.

## What you need

* Free includes conversation and message totals for the selected period, plus
  the number of active conversations. These appear in Home, the workspace
  **Dashboards** and Pulse. An agent's own **Dashboards** needs Hobby and up.
* Hobby and up for performance charts, breakdowns and detailed **Chats** and
  **Helpdesk** reports. The upgrade offer names the plan that opens the selected
  report. See [plans](https://cntillion.com/docs/workspaces/billing.md).
* Pro and up for **Topics** and **Sentiment**.
* Helpdesk turned on, Standard and up, for the Helpdesk tab to have tickets to
  count.
* The Owner, Member or Viewer role to read Dashboards. Owners and Members can
  change the topic list. See [workspace roles](https://cntillion.com/docs/workspaces/members.md).

If you are new to the product, start with [what Centillion is](https://cntillion.com/docs/introduction.md).

## Set it up

**1. Open Dashboards**

Open **Home** or **More → Dashboards** from the workspace sidebar, or
**More → Dashboards** inside an agent. Workspace reports include all agents until
you choose one in the searchable **Agent** filter.

**2. Pick a date range**

Choose a preset from Last 15 minutes through Last year, or enter a custom
start and end. The end is exclusive. Use the arrows to move to the previous
or next period and choose minute, hourly, daily or weekly granularity.
Minute buckets support up to 24 hours; hourly buckets support up to 31 days.
Switch between UTC and local reporting time in the date picker.

**3. Inspect and compare**

Select a metric above the General chart. Hover a chart, or focus it and use
the arrow keys, to inspect values. **Group by** compares agents or channels;
**Stacked view** stacks count and total metrics. Rates and averages stay as
separate lines. General and metric charts have Linear/Log controls and
CSV/PDF export. Evaluation charts use a fixed percentage scale for rates
and scores, with CSV export on each card.

**4. Save a view**

**Create view** saves the tab, date range, selected agent and grouping in
this browser. Reopen it from **Saved views**, or delete it from that menu.
Views are specific to your user and workspace.

## Use it every day

### Detailed Chats

The first card holds **Total conversations**, **Total messages**, **Thumbs up**
and **Thumbs down**. Thumbs count the agent replies your visitors marked as
helpful or unhelpful. The second card holds:

* **Daily active users**: unique people who chatted on the last day of the
  range. The chart shows each day.
* **Weekly active users**: unique people who chatted in the 7 days up to the
  last day of the range. The chart shows each day's 7-day count.
* **Stickiness**: how many of your weekly users come back each day.

**Chats by country** shows a map and the top eight countries, from each
visitor's location; **View all** lists the rest. **Chats by channel** lists
where chats came from, and clicking a channel opens the matching conversations
for the same dates.

The page shows conversations up to the moment you opened it. Refresh the page to
see newer ones.

### Detailed Helpdesk

The **Helpdesk** tab tracks ticket volume and how your team answers:

* **Created tickets**, **Solved tickets** and **Unsolved tickets**. Unsolved
  counts open tickets at the end of each day, including older ones.
* **Agent replies sent**: replies by teammates. AI replies and internal notes do
  not count.
* **Median first response time**, **Median response time** and **Median time to
  close**.
* **Resolved on first contact rate**, for tickets one teammate handled end to
  end, and **Resolved on first reply rate**, for tickets closed after exactly one
  teammate reply.
* **Tickets by channel**.

Open the filter button to narrow the report by **Channel**, **Assignee** or
**Team**, including **Unassigned**. **Clear filters** resets them. All times are
in UTC. When a conversation needs a person, a person takes over from the
[helpdesk inbox](https://cntillion.com/docs/helpdesk.md), and that work shows up here.

### Manage topics

The **Manage topics** page shows themes as a graph or a pie chart, with **Total topics**. Centillion matches the words in
customer messages to each topic. The built-in topics are Pricing and plans,
Product information, Account access, Billing and payments, Technical support,
Integrations, Shipping and delivery, Returns and cancellations, Sales inquiries
and Human support. A conversation that matches none of them adds a topic named
after its first meaningful word.

**Manage** opens **Manage topics**, where you add, rename and remove topics, up
to 100. A topic name holds up to 60 characters. A removed topic stays out of the
list. Turn on **Freeze topics** to stop new topics from appearing on their own;
existing topics stay active. **View all** lists every topic with a search box.

### Detailed Sentiment

**Sentiment** charts **Positive**, **Negative**, **Neutral** and **Unspecified**
conversations per day. For website chats, Centillion compares positive and
negative words in the customer's messages. For conversations on connected
channels, such as WhatsApp or email, sentiment comes from the same reading that
[churn detection](https://cntillion.com/docs/customer-data/churn-reasons.md) does, so those conversations stay
**Unspecified** until churn detection is on.

### Ask Mastermind about the numbers

On Pulse, click **Analyze** on the activity summary, or **Analyze with
Mastermind** in its expanded view. Mastermind opens on the right and starts an
analysis for the selected dates. The left sidebar folds to icons to make room;
closing Mastermind restores it if it was expanded. The report stays open, and
the full-screen control lets you continue the same chat on its own page.

![Pulse charts beside a new Mastermind chat, with compact navigation on the left](https://mintcdn.com/centillion/kEXLnfRfvkqMwpDm/images/analytics/analytics-04-mastermind-panel.webp?fit=max\&auto=format\&n=kEXLnfRfvkqMwpDm\&q=85\&s=a860d6e8a7e4f9612e80c524459525f0)

Mastermind beside Pulse, with the left sidebar collapsed to make room for the conversation.

From Dashboards, the [Mastermind](https://cntillion.com/docs/agents/mastermind.md) panel offers questions such
as "What changed this week, and why?" and "Which topics grew the most?", and can
answer with charts of its own.

### Set up satisfaction and transfers

When CSAT is not configured and there are no ratings, the **Average CSAT**
card offers **Set up CSAT surveys**, which opens **Settings → Helpdesk → CSAT
surveys**. These are post-ticket surveys. Widget message feedback is reported
separately as thumbs up and thumbs down.

When transfers are not configured and there are no recorded handoffs, the
**Transfer to human** card offers **Set up in Tools**, which opens the phone
transfer builder. Each card has a book icon in the top right that opens its
setup guide. The book beside Pulse's preferences opens this analytics guide.

Charts use a consistent color for each metric. The topics table shows topic
descriptions where available, signed sentiment scores, and a success bar for
completed evaluations. Click anywhere on a row for its details and matching
conversations, newest first. Open a conversation to read its transcript, or use
**Next** and **Previous** to page through the topic's conversations. Click a column
heading to sort, then click again to reverse the order. Topics without a
measurement stay at the bottom in either direction.

![Colored Pulse charts above topic descriptions, conversation counts, signed sentiment scores and success bars](https://mintcdn.com/centillion/tA5JWPZZxWRhe_rH/images/analytics/analytics-05-pulse-topics.webp?fit=max\&auto=format\&n=tA5JWPZZxWRhe_rH\&q=85\&s=e5bb66a2b9d446e80865c745707669e2)

Each metric has its own chart color. The topics table compares conversation volume, sentiment and success.

### Evaluation results

Open **Dashboards → Evaluation** to compare the results of your criteria.
The report follows the selected dates and agent, includes previews, and covers
all branches. Each conversation contributes its latest recorded evaluation
for each criterion. Criteria appear after their first evaluation.

**Overall pass rate** is the share of rated conversations that passed every
recorded binary criterion. Any failed binary criterion makes the conversation
fail. Without a failure, unknown or unfinished binary results keep it unrated.
Conversations with only numeric scores are also unrated. **Total conversations**
shows the rated and unrated counts alongside the total for the period.

Use **Criteria ranking** to compare success rate, failure rate, unknown rate,
evaluation count or average score. Select a criterion in the ranking to jump
to its chart. **Search criteria** narrows the cards; **All charts** lets you hide
or restore individual criteria. These choices affect the cards, while the
summary and ranking continue to cover all results in the selected period.

Each criterion has its own metric selector, outcome counts and CSV download:

* **Success rate** and **Failure rate** use only completed binary verdicts.
* **Unknown rate** divides unknown results by all completed evaluations,
  including numeric scores.
* **Evaluations** counts all recorded results, including pending evaluations
  and processing errors.
* **Average score** normalizes each numeric score to its maximum before
  averaging. A score of 4 out of 5 contributes 80%. Numeric criteria open on
  this metric when they have no binary results.

A dash or a gap in a chart means there is no measurement for that metric.
**Group by** separates channels or agents; **Stacked view** applies to evaluation
counts. **Conversation history** opens the criterion's agent with the selected
date range. It does not filter the history by criterion or outcome.

![Centillion Support Evaluation dashboard with overall pass rate, rated and unrated conversations, criteria ranking, and two criterion charts with metric selectors and conversation history links](https://mintcdn.com/centillion/_iiQ4i5GrAQnGtps/images/analytics/analytics-07-evaluation.webp?fit=max\&auto=format\&n=_iiQ4i5GrAQnGtps\&q=85\&s=869a2a05f01e64a6bb1ccce80ec6175f)

Evaluation results with an overall conversation pass rate, criteria ranking and independent trend charts. The figures shown are fictional demo data.

Choose **Manage criteria** to change what the agent evaluates. See
[releases and workflows](https://cntillion.com/docs/agents/releases-and-workflows.md) for writing criteria
and reviewing finished conversations.

## Limits and good to know

* Pulse and Dashboards aggregate all matching conversations in the selected
  range, up to one year. The older detailed Chats, topic management and
  Sentiment pages read the agent's 100 most recently updated conversations.
* Duration includes completed conversations. The success metric in General
  and Pulse averages completed binary
  verdicts and numeric scores normalized to their maximum: success contributes
  100%, failure 0%, and a score of 4 out of 5 contributes 80%. Unknown, pending
  and failed evaluations are excluded. Sentiment
  averages classified conversations from -1 to +1. CSAT averages survey ratings
  out of five, with thumbs up counted as five and thumbs down as one.
* Credit costs include committed test usage.
* Pulse and Dashboards include discovered topics alongside keyword matches and
  use completed conversation analysis for sentiment when available. Without
  analysis, existing sentiment classifications and keyword matches remain.
  A conversation can count toward more than one topic.
* Messaging-channel sentiment comes from conversation analysis or churn detection.
* Helpdesk figures are in UTC and leave out AI replies and internal notes from
  teammate metrics.
* Topics and Sentiment need Pro and up; the other reporting charts need Hobby
  and up. Basic activity totals remain available on Free.

## Questions

### Why do detailed reports show different totals?

Pulse and Dashboards count all conversations started within the selected
range. The older detailed reports read the 100 most recently updated
conversations. Their time windows and available history can differ.

### Where do thumbs up and thumbs down come from?

Visitors rate the agent's replies in chat. Each rated reply counts once.
Dashboards groups this feedback by the conversation's start date.

### How are topics detected?

Centillion matches words in customer messages to each topic's terms. You can add
your own topics, rename or remove them, and freeze the list.

### Why are many conversations Unspecified in Sentiment?

Conversations on connected channels get a sentiment only when churn detection is
on. Turn it on under **Contacts → Churn reasons**.

### Can I filter helpdesk metrics by teammate?

Yes. Open the filter button and choose an **Assignee**, a **Team** or a
**Channel**.

### Which plan do I need?

Free includes basic activity totals. Hobby and up includes performance charts,
Chats and Helpdesk reporting. Pro and up adds Topics and Sentiment.

## Try it

Open **Dashboards** on your busiest agent, switch to Last 30 days, and open
**Chats** to see which days customers marked replies as unhelpful.

> [card] [Start free](https://app.cntillion.com/sign-up?utm_source=docs\&utm_medium=article\&utm_campaign=analytics)
>
> Start on the Free plan, or take a seven-day trial of a paid plan. Your agent is live on your site in an afternoon.

> [card] [Book a demo](https://cal.com/patrick-turricelli-smgfks/15min?utm_source=docs\&utm_medium=article\&utm_campaign=analytics)
>
> Fifteen minutes with the team, on your own use case.

Or ask the assistant on this page.

## Related

> [card] [What Centillion is](https://cntillion.com/docs/introduction.md)
>
> How the agent, its knowledge and its channels fit together.

> [card] [Tests](https://cntillion.com/docs/agents/tests.md)
>
> Simulate customer conversations before you publish.

> [card] [Helpdesk](https://cntillion.com/docs/helpdesk.md)
>
> Tickets, AI drafts and live takeover in one inbox.


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