Usage insights

This document covers the two pages that answer how the program performs and what it costs.

At a Glance reports conversation outcomes, quality, sentiment, and return on investment for a period.
Billing and Usage reports what the project consumed and which part of that consumption bills.

Both pages report on conversations that evaluation pipelines have already processed. Until a pipeline runs, the metric cards show dashes rather than zeros.

At a Glance

At a Glance aggregates outcome, quality, sentiment, and cost metrics into a single view that needs no configuration. Use it for a daily check or a leadership review, and to decide which of the deeper pages to open next. Navigation: Project -> Insights -> At a Glance

Page filters

Three controls at the top of the page scope everything below them: an environment filter, a channel filter, and a date range. Narrow the environment filter when production and non-production traffic would otherwise mix. Test conversations distort containment and cost figures more than any other input. When you change a filter, a Reset filter control appears with the number of filters you applied. Check it before you conclude that a period was quiet, since a narrowed view looks much the same as a slow week.

Metric cards

Six cards summarize the selected period. Each card shows a headline value and a supporting figure that supplies its denominator. Read the two together, because a containment rate means one thing across a thousand conversations and something else across one.

Metric	Description
Conversations	Counts total conversations in the period and shows how many of them pipelines evaluated. The evaluated count forms the sample that produces every other card on this page, so a wide gap between the two figures means the rest of the view describes only part of your traffic.
Containment Rate	Shows the share of evaluated conversations the agent resolved without handing off to a person. Most programs treat this as their headline automation measure. The card takes a warning treatment when the rate falls below the expected threshold.
Quality Score	Averages the scores the quality evaluation assigns to the agent’s responses. Use it as the counterweight to containment. Containment alone can rise because the agent stopped offering escalation, and quality tells you whether the agent handled the conversations it kept.
Avg Sentiment	Averages sentiment across evaluated conversations. Quality judges what the agent produces, and sentiment reflects how the customer responds to it. The two measures can diverge, and the gap between them usually carries the signal.
Period Savings	Models the cost you avoid when the agent contains a conversation instead of a person handling it. The figure rests on the assumptions you set in ROI cost settings, so treat it as directional and revisit it when your staffing costs change.
Escalation Rate	Shows the share of evaluated conversations the agent handed to a person. This rate isn’t the inverse of containment. Conversations the agent handled only in part and didn’t escalate count toward neither rate, so both can read low over the same period.

A card shows a dash when the pipeline behind it produces no value for the period. A dash means the measure has no data, not that it scored zero, and it usually indicates that the relevant pipeline isn’t running.

Overview tab

The Overview tab explains the headline numbers. Conversation Volume & Containment Rate plots volume and containment on one timeline. The chart separates the two ways a containment figure moves: the agent resolves a different share of conversations, or the volume changes underneath a stable share. Outcome Distribution divides the same conversations into three categories. Each category appears as a segment with its count, its share of the total, and a caption that describes the outcome. A footer states how many conversations the distribution covers.

Outcome	Description
Resolved (green)	The agent completed the conversation without involving a person.
Contained partial (amber)	The agent handled the conversation but didn’t carry it to a full resolution. These conversations count toward neither the containment rate nor the escalation rate, so both rates can read low over the same period.
Escalated (red)	The agent handed the conversation to a person.

The middle category is the reason to read this section rather than the cards alone. Containment and escalation together imply a binary outcome, and the partial category holds the conversations that fit neither. What’s Driving the Metrics attributes the period to individual agents, so you can locate the cause of a project-level movement.

Column	Description
Volume	Counts the evaluated conversations that belong to this agent. Sort on this column to find the agents that carry enough weight to move the project figures, since a poor score across a handful of conversations rarely explains an aggregate shift.
Confidence	Shows the confidence that accompanies this agent’s evaluation results. The column stays blank until the pipeline produces a confidence value.
Quality	Shows this agent’s own quality score, so you can see whether the project average describes your agents evenly or conceals a spread.
Sentiment	Averages customer sentiment across this agent’s conversations.
Trend	Shows the direction of change from the preceding period. The column stays blank until the project accumulates enough history to compare.

Trends tab

The Trends tab answers questions about direction rather than current state. Three charts cover the period. Multi-Metric Trends plots containment, escalation, and quality on one timeline. Reading the three together is what makes the tab useful, because a containment rise that coincides with a quality fall is a different event from one that doesn’t. Sentiment & Quality Over Time plots average quality and average sentiment. Point to any date to read its values. Daily Outcome Distribution shows the outcome mix day by day. Use it to tell whether a change in the period totals comes from a shift in how conversations end or simply from more of them.

ROI tab

The ROI tab converts contained volume into money and staffing. Every figure except cost per conversation rests on the assumptions in cost settings, so agree those with your finance team before you circulate anything from this tab.

Metric	Description
Period Savings	Shows the modeled human cost you avoided, net of what the AI spent.
Period ROI	Expresses that saving as a return on your AI spend. The card takes a warning treatment when the period produces no positive return, which is normal early in a deployment while volume stays low and the assumptions stay fixed.
FTE Equivalent	Restates contained volume as human staffing capacity and shows the equivalent monetary capacity underneath. Use it in headcount discussions, where an FTE figure lands better than a savings total.
Cost / Conversation	Divides actual AI cost by conversations. This card reports real spend rather than your assumptions, so quote it when someone disputes the assumptions.

AI Cost vs Estimated Human Cost plots both costs across the period and states the per-conversation human cost it applies, so anyone who reads the chart can see the assumption behind the comparison. The platform attributes actual model costs to contained conversations.

Conversations tab

The Conversations tab lists the individual conversations behind the metrics. Select a conversation to open its session record, which holds the full trace, cost, and message history. Use this tab when a metric looks wrong and you need to read the conversations that produced it.

ROI cost settings

Select Cost Settings on the ROI tab to set the assumptions that produce the ROI figures, then select Save. Nothing here affects what the platform bills you. These values only determine the baseline that the platform compares your actual spend with.

Field	Description
Human Cost per Conversation ($)	Sets the loaded cost of one conversation that a person handles. The platform credits every containment with avoiding this amount, so this field drives the savings figures and the human cost line on the ROI chart more than any other input.
Human FTE Monthly Cost ($)	Sets the fully loaded monthly cost of one full-time agent. The platform uses it to convert avoided volume into the FTE Equivalent figure.
Avg Human Handle Time (minutes)	Sets the staffed time that one conversation consumes. With the FTE cost, it determines how much contained volume adds up to one person’s capacity.
Estimated AI Cost per Conversation ($)	Sets the fallback cost the platform applies when it can’t attribute actual model cost to a conversation. Without this value, unattributed conversations appear to cost nothing and overstate your savings.

Billing and usage

Billing and Usage shows what the project consumed, how much of that consumption bills, and the policy that decides the difference. Finance and operations teams use it to reconcile spend and to explain gaps between activity and charges. Navigation: Project -> Insights -> Billing & Usage

Data currency

The page reads published billing report rows rather than live traffic, and it states when the platform last published those rows. Check that timestamp before you reconcile a period, because recent activity appears only after the next materialization. A date range control scopes the page.

Usage and billing units

Metric	Description
Included Sessions	Counts the sessions that meet the billing policy and therefore contribute to charges. This number falls below your total session count whenever exclusions apply, and the page itemizes the difference further down.
Billing Units	Counts the chargeable units the platform derives from included sessions using the billing interval and the duration basis. This number maps to your invoice.
LLM Calls	Counts model invocations in the period. This card can show substantial activity while billing units sit at zero, because calls inside excluded sessions still run. Treat a wide gap between the two as a prompt to check your exclusions.
Interactive Turns	Counts user turns across the period. The interaction threshold in the billing policy uses turn count to decide whether a session carries enough interaction to bill.

Daily Billing Units plots billing units and included sessions across the period, so you can trace a spike in charges to either more sessions or longer ones. Channel Breakdown reports sessions, units, and model calls per channel. It shows which channel drives your spend, and it exposes an excluded channel as activity that produced no units. Voice minutes reports voice consumption separately, because voice meters in minutes rather than in the unit model that governs the rest of the page.

Excluded sessions

This section lists the sessions the latest materialization didn’t bill, grouped by the reason that excluded each one. Start here when session volume and billed volume disagree. The reason names the policy rule that removed the sessions, which turns an unexplained gap into a policy question.

Usage by billing scope

This section groups sessions by billing scope. When one agent delegates to another, the parent and its children roll up into a single scope, so the platform counts a multi-agent conversation once rather than once per agent. Read this section when your agent architecture makes the session count look higher than the work the customer experienced.

Resolved billing policy

This section shows the billing policy in effect for the tenant and the level that sets each value. The source label matters most: it tells you whether a value comes from your plan or from this project, and therefore whether changing it needs your account team or your own settings.

Setting	Description
Billing interval (minutes)	Sets the block of session time that one billing unit covers. It determines how session duration rounds into units, so a long interval and short sessions together decide how much of what you pay for goes unused.
Duration basis	Selects which measure of session duration the platform meters. It decides whether idle time inside a session becomes chargeable.
Scope consolidation	Controls whether the roll-up of delegated agent sessions applies to billing or only to reporting. It determines whether multi-agent fan-out costs more than a single-agent conversation.
Excluded channels	Lists the channels whose sessions never bill. Debug and test channels usually sit here, which explains how development traffic generates model calls without generating charges.
Interaction threshold (min user messages)	Sets the minimum number of user messages a session needs before it bills. It keeps abandoned and no-touch sessions out of your charges.

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References

At a Glance

Page filters

Metric cards

Overview tab

Trends tab

ROI tab

Conversations tab

ROI cost settings

Billing and usage

Data currency

Usage and billing units

Excluded sessions

Usage by billing scope

Resolved billing policy

​At a Glance

​Page filters

​Metric cards

​Overview tab

​Trends tab

​ROI tab

​Conversations tab

​ROI cost settings

​Billing and usage

​Data currency

​Usage and billing units

​Excluded sessions

​Usage by billing scope

​Resolved billing policy

At a Glance

Page filters

Metric cards

Overview tab

Trends tab

ROI tab

Conversations tab

ROI cost settings

Billing and usage

Data currency

Usage and billing units

Excluded sessions

Usage by billing scope

Resolved billing policy