# Analytics Overview (/docs/analyze/analytics/analytics-overview)

The **Analytics** tab is Sift's central reporting workspace. It turns 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.

## At a glance [#at-a-glance]

| | |
| --- | --- |
| Global filters apply to every chart at once | ✅ |
| AI Analytics: what customers are talking about | ✅ |
| Actions & Support: how the team is performing | ✅ |
| Agents: who is doing what, and how well | ✅ |
| Custom: build a report that doesn't exist yet | ✅ |

## What you're looking at [#what-youre-looking-at]

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). That means you can move from a high-level company view down to a single channel or a single agent without ever leaving the page. When a number looks off, the first question to ask is which filters are currently applied.

## The four sections [#the-four-sections]

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

<table><thead><tr><th width="177" valign="middle">Section</th><th>Question it answers</th></tr></thead><tbody><tr><td valign="middle"><strong>AI Analytics</strong></td><td>What are customers talking about, and how is that changing over time?</td></tr><tr><td valign="middle"><strong>Actions &#x26; Support</strong></td><td>How is my team performing on the work they own?</td></tr><tr><td valign="middle"><strong>Agents</strong></td><td>Who is doing what, and how well?</td></tr><tr><td valign="middle"><strong>Custom</strong></td><td>I need a report that doesn't exist yet, can I build it myself?</td></tr></tbody></table>

## AI Analytics [#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]

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 [#agents]

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

- Agents
- Reviews
- QA

## Custom Dashboards [#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.


## Related [#related]

<Cards>
  <Card href="/docs/analyze/analytics/ai-analytics" title="AI Analytics">Topics, themes, sentiment, relevancy, and moderation.</Card>
  <Card href="/docs/analyze/analytics/actions-and-support" title="Actions & Support">SLA, CSAT, and the work your team owns.</Card>
  <Card href="/docs/analyze/analytics/custom-dashboards" title="Custom Dashboards">Build your own report when no built-in view fits.</Card>
</Cards>