Analytics Overview

he Analytics tab is Sift's central reporting workspace. It transforms the raw conversations, actions, and customer signals flowing into your organization into structured dashboards that help your team understand what customers are talking about, how your team is responding, and where to focus next.

Every chart in Analytics respects the global filters at the top of the page (date range, source, channel, queue, tag, agent, assignee, status, and custom fields), so you can move from a high-level company view to a single channel or a single agent without leaving the page.

Analytics is organized into five top-level sections. Each one answers a different question:

Section	Question it answers
AI Analytics	What are customers talking about, and how is that changing over time?
Actions & Support	How is my team performing on the work they own?
Agents	Who is doing what, and how well?
Engagement	How active is my community, and is it growing?
Custom	I need a report that doesn't exist yet — can I build it myself?

AI Analytics

This is the default view when you open Analytics. AI Analytics surfaces the qualitative signal that Sift's models extract from every conversation; the topics customers raise, the sentiment behind them and which content is worth your team's attention.

It contains five dashboards:

• Taxonomy

• Taxonomy Trends

• Tag Insights

• Relevancy

• Moderation

Actions & Support

Actions & Support reports on the work your team owns inside Sift; the actions that have been created, responded to, and closed.

• Overview

• SLA

• CSAT

• Tags

Agents

The Agents section focuses on the people doing the work and the quality of what they ship.

• Agents

• Reviews

• QA

Engagement

Engagement measures the health of your community and the conversations happening across the platforms you've connected.

• Message Activity

• User Activity

• User Growth

Custom Dashboards

Custom Dashboards let you assemble your own report when none of the built-in views answer your specific question. You choose the dimensions (channel, agent, time period, tag, and more), the metrics (action volume, response time, CSAT, SLA compliance), and the visualization (table, chart, or KPI card). Dashboards can be kept private, shared with teammates as viewers or editors, or duplicated as a starting point for a new report.