Iris AI Analytics, dashboards and the Supervisor console

Applies to: Iris AI. Last reviewed: November 2026.

Iris AI measures your team's work automatically. Analytics shows trends and totals over time; the Supervisor console shows what is happening right now.

Care dashboard

Open Analytics from the top menu. The Care overview needs no setup. It shows total and open cases, first-response and resolution times, SLA compliance, active agents, message volume over time and a breakdown of case status. Filter by time range, team, queue and channel.

Care analytics overview

More dashboards

The left-hand menu opens dedicated dashboards, including:

• Teams and agents: cases handled, responses, closures, response times per agent and team, and an activity heatmap.
• Sentiment: positive, neutral and negative sentiment, its trend over time, and sentiment by channel.
• Operational health: volume, response times, backlog and SLA.
• AI performance: which AI features are used, how often drafts are sent as written or edited, feedback from agents (thumbs up and down), models in use and AI spend.
• Multilingual: the languages your customers write in.
• Spam and bots, Tags, Knowledge Base, Feedback (NPS/CSAT) and Brand vs competitor.

Sentiment analytics

Build and share your own dashboards

• Dashboard Builder: assemble a dashboard from ready-made widgets, or create your own widget by choosing metrics, grouping and chart type.
• Shared Dashboards: share a dashboard with colleagues, or with people outside the platform through a link.
• Monitor Walls: show selected widgets full-screen on a team display.
• Export Data: export conversations, response times, agent productivity and more as CSV, once or on a schedule, with an export history.

Marketing analytics

The Marketing tab covers publishing performance: posts, impressions, engagement, follower growth and post performance, filtered by account, channel, campaign, label and format.

Supervisor console

For team leads, Supervisor in the top menu shows live figures for each work queue, such as backlog, responses per hour, time to response and CSAT, and a table of each agent's assigned, pending, responded, closed and reopened cases. Use Analytics for trends and exports, and Supervisor to manage the workload in the moment.

SLAs

Set your response-time targets (for example, reply to every community post within 24 hours) with your Customer Success Manager. Analytics then shows how many responses met the target, overall and per team.