# Analytics

> AI builds a topic taxonomy from every conversation, with sentiment and trends. Support dashboards track SLAs, CSAT, and team activity. Every chart drills down to the posts.

Canonical: https://www.getsift.ai/platform/analytics/

## Know what customers talk about. And how well your team responds.

AI builds a topic taxonomy from every conversation, with sentiment and trends. Support dashboards track SLAs, CSAT, and team activity. Every chart drills down to the posts.

[Read the docs](https://docs.getsift.ai/docs/analyze/analytics/analytics-overview)

Taxonomy levels **Category, domain, topic**

Trend window **7-day change**

Global filters **Date, channel, queue, and 6 more**

## What it does

### Topic taxonomy

An AI-built hierarchy of categories, domains, and topics, with sentiment, mentions, and response rate.

### Trends

See which topics are rising, with 7-day changes and tag insights.

### Support metrics

First response, wait time, time to close, SLA, queue flow, and team activity.

### AI and automation share

See how much work automation and AI handle compared with your team.

### Custom dashboards (preview)

Start from a template, describe a dashboard to AI, or build widgets yourself. Share as viewer or editor.

### Search and saved searches

Search every conversation with AND/OR filters, view as cards, charts, or pivots, and export CSV.

## A map of everything customers say

AI builds a topic hierarchy from your conversations and tracks sentiment, mentions, and response rate for each topic. Taxonomy Trends shows what’s rising.

## How your team is doing

First response, wait time, time to close, SLA, CSAT, and how much work automation and AI handle compared with people. Every chart drills down to the conversations.

## Questions

### Can I filter every chart at once?

Yes. Global filters cover date, source, channel, queue, tag, agent, assignee, status, and custom fields.

### Are custom dashboards available now?

Custom dashboards are in preview in the product.

## More of the platform

[**AI triage** Score, summarize, tag, and filter every message.](https://www.getsift.ai/platform/triage/) [**AI replies** Drafts in your voice, grounded in your knowledge.](https://www.getsift.ai/platform/ai-replies/) [**Knowledge base** The facts your agents answer from.](https://www.getsift.ai/platform/knowledge-base/) [**SiftGPT** Ask your data, get answers with sources.](https://www.getsift.ai/platform/siftgpt/) [**Inbox** Every channel in one keyboard-first inbox.](https://www.getsift.ai/platform/inbox/) [**Workflows** Rules and goals that route work for you.](https://www.getsift.ai/platform/workflows/) [**Listening** Brand mentions you weren’t tagged in.](https://www.getsift.ai/platform/listening/) [**People** Advocates, detractors, and who’s going quiet.](https://www.getsift.ai/platform/people/) [**Moderation** Spam, policy, and blocked users.](https://www.getsift.ai/platform/moderation/) [**Quality & CSAT** QA agents, reviews, and customer scores.](https://www.getsift.ai/platform/quality/) [**Security & admin** Roles, audit log, and agent access controls.](https://www.getsift.ai/platform/security/)

## See what your customers talk about most.

We’ll build your topic map from a sample of your conversations.