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Home is the overview of what your agents have been doing. Pick a range — This Month, 7 Days, 30 Days or 90 Days — and every number on the page follows it.

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The five metrics

Conversations

Distinct chat sessions in the range.

Messages

Total messages exchanged.

Avg response

How long your agent takes to reply, in seconds.

Leads

Contact details captured by the Lead Capture action.

CSAT

Share of rated conversations that were rated positively.
Each card shows the change against the previous period of the same length.
A dash means no data, not zero. If nothing was measurable in the range, the card shows —. A “0.0s” average response time would claim instant replies you never made, so AgntLabs does not print one.
For Avg response, a rising number is bad news — that card turns red when it goes up, not green. CSAT carries no change indicator at all, because a trustworthy previous-period figure is not available for it.

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What the numbers include

Home counts every channel, including your own test chats. A line under the metrics tells you what the range is made of — so if you have been testing an agent that is not deployed yet, you will see:
Only internal test chats in this range — embed your agent to see customer data.
That is not an error. It is telling you nobody outside your account has talked to the agent yet.

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The trend chart

Conversations or messages over time — switch with the toggle above the chart.

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Resolution

How conversations ended, across five outcomes. AgntLabs works these out from the shape of the conversation when a session closes — there is no survey and no extra AI call.
Gap and Deflected are not the same thing and are deliberately kept apart. Deflected means you correctly refused something outside your business. Gap means a real customer asked something reasonable and got nothing. Merging them would hide every real failure inside a healthy-looking number.
Only closed conversations are counted. A session is closed when the chat is closed, or after 12 hours of inactivity.

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Needs attention

A ranked list of the questions your agent could not answer, each with the reason:
  • No source covers this — nothing relevant was found. Add a source.
  • Answer incomplete — a source came back but did not contain the answer. Edit it.
Click one and the Knowledge base panel opens on the Q&A tab with the question already filled in.

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Limit warnings

Two banners appear at the top of Home when you go over a plan limit:
  • Agent Limit Exceeded — more published agents than your plan allows
  • Action Limit Exceeded — more enabled actions than your plan allows
Each offers Manage (fix it) and Upgrade (raise the limit). Both can be dismissed.

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Home and Analytics do not always agree

They measure different things on purpose. Analytics excludes your own test chats so quality metrics are not skewed by your testing; Home includes them so you can see all activity. A young account can legitimately show a figure on one page and a dash on the other.