You open Analytics on a Monday morning. Your Auto-Solved rate dropped 12 points last week. You do not know why yet - but you know exactly where to look. The Handoff Reasons panel shows the same topic triggering escalations over and over. The Content Gaps panel has three new entries that were not there the week before. In ten minutes you have a clear picture of what changed and a list of what to fix.

That is what the Overview is for. Four key metrics, a conversation volume chart, and six summary panels - all on one page, all filterable by any date range. This article walks you through every section so you know exactly what you are looking at and what to do when a number moves in the wrong direction.

In this article, you'll learn:

• How to read each metric on the Overview
• How to use the Conversations & Resolution chart
• What each summary panel shows
• How to filter by date range

Opening the Overview

1. Go to the Analytics tab.
2. The Overview tab is selected by default.

The Four Key Metrics

At the top of the Overview, four metric cards give you your most important performance numbers at a glance. Each one also shows a comparison to the previous period.

Total Conversations

The total number of conversations your agent handled during the selected period. A conversation starts when a user sends their first message.

Auto-Solved

The percentage of conversations your agent resolved without a human handoff. This is your most important metric - it tells you how independently your agent is working.

• High Auto-Solved rate: Your agent is handling most things on its own. Good.
• Low or declining rate: Your agent is struggling - check Content Gaps and Unresolved conversations to find out why.

Time Saved

An estimate of how much time your team saved because your agent handled conversations that would otherwise have gone to a human. This translates your agent's performance into a business impact number.

Satisfaction Score

The average rating users left after their conversations, collected through the rating popup on your chat widget. N/A means no ratings have been collected yet - make sure the rating popup is enabled in your widget's Alert settings.

Conversations & Resolution Chart

Below the metric cards, the chart tracks two things over time:

• Conversations (blue line): Total conversation volume per day or week
• Auto-Solved (green line): Auto-resolved conversations per day or week

Toggle between Day and Week views using the buttons in the top right of the chart. Hover over any point on the chart to see the exact values for that date.

Summary Panels

Below the chart, six panels give you quick access to important breakdowns.

Common Topics

The questions and themes that came up most often during the selected period. Click View all to see the full list. Use this to understand what your users actually care about - and make sure your agent handles those topics well.

Top Users

The most active users who started conversations with your agent during the selected period. Useful for identifying your highest-engagement users or - if someone appears repeatedly - a user who may be struggling to get a satisfactory answer.

Handoff Reasons

How many conversations were escalated to a human, and why. If the same reason appears repeatedly, it's a sign your agent should be able to handle that scenario but can't yet. Use it to prioritize what to fix.

Content Gaps

Questions your agent received but couldn't answer. This is one of the most actionable panels in Analytics - each gap is a direct signal of missing content. See Using Content Gaps to Improve Your Agent for a full guide on acting on this data.

Conversations by Country

A breakdown of where your users are located. Useful if you're considering adding multilingual support or want to understand your geographic reach.

Filtering by Date

By default, the Overview shows data for the current month. Use the date range picker in the top right corner to change the period.

You can filter by any custom date range - useful for comparing specific periods, reviewing a launch week, or pulling monthly reports.

Exporting Your Overview Data

When you need to share your agent's performance with stakeholders, include it in a report, or dig deeper into the numbers in a spreadsheet, you can export everything on the Overview tab in one click.

Click the Export button in the top right corner of the Overview page and choose your preferred format. The export reflects the date range currently selected in the date picker - so set your range before clicking Export. Available periods are: Today, Yesterday, This Week, Last 7 Days, Last 28 Days, This Month, Last Month, This Year, or a Custom Range where you pick a specific start and end date from the calendar. 

Once you confirm, Outlearn will email a download link to the address associated with your Outlearn account. Allow a few minutes for it to arrive. At the moment it is not possible to send the download link to a different email address than the one you are logged in with.

The zip file contains eight files - one for each section of the Overview - in the format you selected:

• PDF - formatted reports for each section, ready to share or attach to a presentation. Use this when you need to send performance data to someone who does not have access to Outlearn.
• CSV - raw data files for each section, ready to open in a spreadsheet. Use this when you want to run your own analysis, build a chart, or combine the data with other sources.

The zip file contains the following exports: chart_data_daily, common_topics, content_gaps, conversations, countries, handoff_reasons, overview_summary, and top_users - covering every panel on the Overview tab.

Export is available for the Overview tab only. The Conversation & Training section cannot currently be exported.

Best Practices

• Check the Auto-Solved trend weekly rather than just the current number - a declining trend is worth investigating early before it becomes a real problem.
• Use the Handoff Reasons panel as a weekly action item. If the same reason appears more than a few times, add a snippet or source to address it.
• When your Satisfaction Score drops, go straight to Conversation & Training and filter by Rated to read the conversations where users left low ratings.
• Compare periods intentionally - "this month vs. last month" reveals trends, but "week after a new source was added vs. week before" tells you whether the change actually helped.