I agree that conversation analytics can reveal things that traditional dashboards often miss. A resolution rate might tell you that the AI is performing well, but the conversations can tell you why and where it is still struggling. I especially like looking at recurring topics and negative feedback. If the same type of question keeps generating thumbs down responses, that’s a clear signal that the agent’s knowledge, instructions, or workflow needs improvement. For me, the best AI support review combines both: dashboards for measuring performance and conversation analytics for understanding how to improve it. The real goal isn’t just resolving more conversations. It’s continuously learning from those conversations and making the AI better.