Skill Usage Insights
The Skill Usage Insights page summarises how the tenant’s contacts are using Conversation Skills over a chosen time window. It is the tenant-facing analytics view onto skill dispatch — totals, success rate, latency, and a bar chart of the most-invoked skills.
Accessing the Page
Section titled “Accessing the Page”- Route:
/communications/insights/skills - Menu Path: Communications → Skill Usage
- Primary audience: Tenant administrators and CX owners reviewing how contacts are using the chatbot.
Permissions
Section titled “Permissions”| Permission | Description |
|---|---|
communications.access (Read) | View the page |
Date Range Presets
Section titled “Date Range Presets”| Preset | Window |
|---|---|
| 7d | The last seven days |
| 30d | The last thirty days |
| 90d | The last ninety days |
| Custom | Pick a start and end date |
The selected preset drives every metric and the chart on the page.
Metric Cards
Section titled “Metric Cards”| Card | Description |
|---|---|
| Total dispatches | Number of skill invocations in the window. |
| Success rate | Percentage of dispatches that returned successfully (no skill error, no budget exceeded). |
| Average latency | Mean time between dispatch and response, in milliseconds. |
| Error rate | Percentage of dispatches that ended in a skill error or other non-success outcome. |
Top Skills Chart
Section titled “Top Skills Chart”A bar chart showing the top ten skills by dispatch count over the selected window. Bars are labelled with the skill’s display label (resolved from the registry’s menu_button labels — for example, finance.ar_balance shows as “AR balance”). Hovering a bar reveals the exact dispatch count.
- Data is scoped to the active tenant. Cross-tenant analytics are not exposed on this page.
- The chart resolves skill labels from the skill registry. If a skill has been retired, the chart still shows historic dispatches under the retired skill’s fully-qualified name.
- Date range queries are limited to the retention window the platform configures for dispatch records (currently 90 days); requests beyond that window are silently capped.
Common tasks
Section titled “Common tasks”- Open Communications → Skill Usage.
- Select the 30d preset.
- Read the success rate card to gauge overall chatbot health.
- Read the bar chart to see which skills are most valuable; consider promoting under-used ones in the Conversation Menus.
Related Pages
Section titled “Related Pages”- Conversation Skills — the catalog of skills referenced by this page
- Conversation Logs — drill into the individual dispatch records behind the totals
- Conversation Menus — surface skills more prominently based on what this page shows