Analytics

Nexvio analytics summarize how customers use agents and where support automation needs improvement.

Available metrics

Analytics surfaces include team and agent summaries, charts for conversations, users, and messages. Team analytics should be treated as the primary rollup when multiple agents share the same customer experience.

How to use analytics

• Watch message and conversation volume after launches.
• Compare agent performance across teams or channels.
• Use spikes in unanswered or escalated conversations to prioritize source updates.
• Review feedback trends before changing model settings.