Overview
The Analytics dashboard gives you comprehensive insights into how your agent is performing. Track conversation volumes, measure user satisfaction through feedback metrics, and understand where your visitors are coming from geographically.Accessing Analytics
Navigate to Analytics by selecting your agent from the sidebar and clicking on Analytics in the agent menu. You’ll see an interactive dashboard with various metrics and visualizations.Key Metrics
The dashboard displays four primary metrics at the top:| Metric | Description |
|---|---|
| Total Conversations | The total number of chat sessions with your agent during the selected period |
| Total Messages | The combined count of all messages exchanged (visitor and agent messages) |
| Thumbs Up | Number of positive feedback responses from visitors |
| Thumbs Down | Number of negative feedback responses from visitors |
Feedback metrics (thumbs up/down) help you gauge overall satisfaction. A high ratio of positive to negative feedback indicates your agent is providing helpful responses.
Understanding the Metrics
Total Conversations
Total Conversations
Each conversation represents a unique chat session. A visitor opening the widget and sending messages counts as one conversation, regardless of how many times they return within the session.
Total Messages
Total Messages
This counts every message in both directions. It includes visitor questions and agent responses. Higher message counts per conversation may indicate engaged users or complex queries requiring multiple exchanges.
Feedback Metrics
Feedback Metrics
Visitors can rate agent responses with thumbs up or thumbs down. These ratings help you identify which responses are helpful and which need improvement.
Date Range Selection
Use the date range picker in the top-right corner to analyze specific time periods:- Last 7 days - Default view for recent trends
- Last 30 days - Monthly performance overview
- Custom range - Select specific start and end dates
Chats Over Time Chart
The interactive line chart shows conversation volume trends over your selected date range:What to Look For
| Pattern | What It Means |
|---|---|
| Upward trend | Growing engagement with your agent |
| Spikes | Increased traffic, possibly from marketing campaigns or product launches |
| Dips | Lower engagement periods (weekends, holidays) |
| Consistent volume | Stable, predictable usage |
Using the Chart
- Hover over data points to see exact conversation counts for each day
- Identify patterns such as weekly cycles or seasonal trends
- Track growth over time to measure the impact of improvements
Geographic Distribution
The Chats by Country section shows where your visitors are located:World Map View
An interactive map displays chat distribution globally:- Hover over countries to see chat counts
- Identify your primary markets
- Discover unexpected geographic interest
Country Data Table
Below the map, a detailed table shows:| Column | Description |
|---|---|
| Country | Visitor’s geographic location |
| Chats | Number of conversations from that country |
| Flag | Visual country identifier |
Geographic data helps you understand your audience. If you notice significant traffic from non-English speaking countries, consider adding localized content or enabling multiple languages.
Channel Distribution
See where conversations originate from:| Channel | Description |
|---|---|
| Widget or Iframe | Visitors using the embedded chat widget on your website |
| Playground | Test conversations from your agent’s Playground |
| API | Conversations initiated through direct API integration |
Channel Insights
Widget/Iframe dominance
Widget/Iframe dominance
Most conversations should come from your website widget - this indicates proper deployment and good visibility.
High Playground usage
High Playground usage
Significant Playground traffic might indicate team members are actively testing and improving the agent.
API traffic
API traffic
API conversations show programmatic integration, useful for custom applications or third-party integrations.
Top Pages
Track which pages on your website generate the most chat conversations:| Column | Description |
|---|---|
| Page | The URL path where visitors started conversations |
| Views | Total page views |
| Chats | Number of conversations started on that page |
| Conversion Rate | Percentage of page views that resulted in a chat |
Using Page Data
- High conversion pages - These pages drive engagement; ensure the agent has excellent knowledge about topics on these pages
- Low conversion pages - Consider improving widget visibility or page content
- High-traffic, low-chat pages - May indicate visitors find the information they need without assistance
Workspace-Level Usage
Beyond individual agent analytics, you can view overall workspace usage:- Navigate to Usage in the main sidebar
- View aggregated metrics across all agents in your workspace
- Compare performance between different agents
Workspace usage analytics show combined activity for all agents. This is useful for tracking overall platform adoption and identifying your most active agents.
Analyzing Performance
Use analytics data to continuously improve your agent:Weekly Review Process
Check key metrics
Review total conversations and feedback ratios. Are conversations increasing? Is feedback mostly positive?
Review geographic data
Check if traffic is coming from expected regions. Consider localization if you see significant international traffic.
Analyze top pages
Identify high-converting pages and ensure your agent has strong knowledge coverage for those topics.
Improvement Strategies
Based on your analytics, consider these actions:| Finding | Suggested Action |
|---|---|
| Low thumbs up ratio | Review Conversations to identify problematic responses; update knowledge base |
| High traffic from new country | Add localized content; consider enabling that language |
| Spike on specific page | Ensure comprehensive coverage of that page’s topic in your sources |
| Declining conversations | Check widget visibility; review recent changes that may have affected engagement |
Best Practices
Monitor regularly
Monitor regularly
Check analytics weekly to catch issues early and track improvement trends.
Compare periods
Compare periods
Use date range selection to compare current performance against previous periods.
Set benchmarks
Set benchmarks
Establish baseline metrics for your agent and track progress over time.
Act on insights
Act on insights
Analytics are only valuable if you use them. Make regular improvements based on what you learn.
Share with your team
Share with your team
Troubleshooting
No analytics data showing
No analytics data showing
Possible causes:
- Agent not yet deployed
- No conversations have occurred yet
- Date range doesn’t include any activity
- Verify deployment in Deployment settings
- Expand the date range to include more history
- Test the agent through the widget to generate data
Data seems delayed
Data seems delayed
Possible causes:
- Analytics processing time
- Browser caching
- Allow a few minutes for new conversations to appear
- Refresh the page to see the latest data
Geographic data missing for some countries
Geographic data missing for some countries
Possible causes:
- Visitors using VPN
- Privacy settings blocking location
Metrics don't match expectations
Metrics don't match expectations
Possible causes:
- Date range doesn’t match expected period
- Multiple agents in workspace
- Verify the selected date range
- Ensure you’re viewing the correct agent’s analytics
Next Steps
View Conversations
Dive into individual chat sessions for detailed insights.
Improve Knowledge Base
Add content to address gaps identified in analytics.
Refine System Prompt
Adjust your agent’s behavior based on performance data.
Check Deployment
Ensure your agent is properly deployed to maximize engagement.