What is Trends?

Trends is a beta page that answers a narrower question than the rest of Analytics: what’s moving right now, and is it unusual? Instead of a dashboard you read for context, Trends runs statistical tests against a chosen time window and hands back a short list of signals — each one backed by figures, a channel breakdown, and sample conversations you can check for yourself.

It’s currently in beta, sitting behind a feature flag. Your workspace may not have it yet. Where it is available, it’s an on-demand view only — you open the page and it runs the tests then and there. No alerts, notifications, or scheduled digests are sent from it at this stage.

What Trends actually tests

Trends runs two detectors:

• Volume — is the tenant’s total conversation count in this window unusual, compared against a seasonal profile built from the tenant’s own history by day-of-week and hour?
• Label — given the volume actually observed in the window, is a particular label or tag taking an unusual share of it?

The label test deliberately conditions on the volume actually seen, not a seasonally predicted one. If total volume doubles for an ordinary reason and every label keeps its usual share, that’s a volume story, not a labels story — Trends reports it once, on the Volume card, rather than flagging every label at once.

Counting throughout Trends is by contacts, not by conversations — a repeat contact within the window is not counted again toward the totals used in these tests.

Reading the page

• Time window selector — choose the window you want tested. Trends re-runs both detectors against whatever window you pick.
• Volume card — shows the tenant’s total for the window and whether it reads as statistically unusual against the seasonal baseline.
• Signal cards — one per detected anomaly (label or otherwise), each carrying:
• a severity indicator,
• a headline summarizing what’s unusual,
• the underlying figures (counts and shares),
• a channel breakdown,
• and a handful of sample conversations so you can see, not just be told, what’s driving the signal.

“No signals” vs. “not enough data”

Trends never shows an empty signal list as if that meant nothing was happening. Instead, the page is explicit about which of a few states you’re in:

• No signals — the tests ran and found nothing unusual in this window.
• Not enough data — the window doesn’t hold enough traffic for a share test on a given label, and the page says so rather than silently omitting it.
• Signals left out — if some signals were excluded, the page states how many.
• Backfill in progress — if historical data is still loading, the page tells you the backfill hasn’t finished rather than presenting a partial baseline as complete.

Each of these is meant to stand in contrast to a quiet, empty page — Trends always tells you why the list looks the way it does.

What’s next

Detection thresholds are not yet calibrated, and Trends does not send alerts. Both of those depend on further validation work before they ship. For now, treat Trends as a place to check in on when you want to know what’s unusual in your support activity, not as a monitoring or paging system.

For the rest of Atender’s reporting — historical dashboards, SLA and CSAT views, agent performance, and more — see What is Analytics?. For a real-time pulse of the last 24 hours, see The Dashboard.