Read your metrics
Home, Analytics, and the funnel — what each number counts.
Two screens. Home answers "what needs me this morning". Analytics answers "how is it doing".
The rule that explains every number#
Metrics never mix. A Sales conversation and a Support session are counted separately everywhere, and no screen in the console shows a combined total. If a number looks wrong, check which agent is selected in the top bar first — every figure follows it.
The two products also count different things, because they produce different things. A Sales Agent's numbers come from the on-site journey: visitors, impressions, invites, conversations, calls to action, leads. A Support Agent's come from its own calls: sessions, resolutions, escalations.
Home#
Home opens with the Brief — a sentence written from this week's real counters, including how it compares with last week. It is the fastest read in the product; if you only have ten seconds, read that.
Below it:
- Needs your attention — the decisions waiting on you. Unresolved contradictions from a scan, leads nobody has reviewed, a scan you never ran.
- This week in numbers — four tiles, each with its seven-day sparkline and the change against the previous seven days.
- One chart — this week against last week, day by day.
- Live — who is on your site or in a call right now.
- Recent outcomes — the last handful of conversations and what came of them.
Analytics#
Pick a window in the header — Last 7 days, Last 30 days or Last 90 days. It scopes every number on the page, and every comparison is against the equally long period immediately before.
The tiles#
For a Sales Agent:
| Tile | What it counts |
|---|---|
| Conversations | calls that started |
| Qualified leads | leads captured |
| CTAs fired | calls to action taken |
| Lead rate | leads ÷ conversations |
| Engagement | conversations ÷ widget impressions |
| Visitors | distinct people seen |
For a Support Agent:
| Tile | What it counts |
|---|---|
| Calls taken | sessions started |
| Resolved solo | share that ended without a human |
| Escalated | calls handed to a person |
| Open escalations | still unresolved right now |
| Avg. call | mean call length |
| Messages | total messages exchanged |
Rate tiles show their change in points, not as a percentage of a percentage — a lead rate moving from 15% to 18% reads +3 pts.
The tabs#
| Tab | What it shows |
|---|---|
| Overview | tiles, the trend, the funnel and the breakdown together |
| Conversations | tiles, a per-day column chart, and the activity feed |
| Funnel | the funnel, with drop-off between every stage |
| Agents | one row per agent — sessions, completed, escalated, average length |
| When | a weekday-by-hour grid of when calls actually happen |
The funnel#
Sales counts visitors down to a fired call to action. Support counts sessions down to still-open escalations — in sessions, never in site visitors, because those are not numbers a Support Agent earned.
Between each stage the funnel names the drop-off, so you can see where you are losing people rather than doing the arithmetic yourself.
Every chart has a table#
Each figure has a chart/table toggle in its header. The table shows exactly the same numbers. Use it to read precise values, to copy figures out, or if a chart is ever hard to read.
What will not be there#
Revenue attribution is not live. Bidirection counts what it can actually observe — conversations, leads, calls to action — and says so rather than estimating figures it cannot back.