Analytics

Analytics shows how your AI agents are doing: how many chats, how fast replies go out, how happy customers are, and what they ask most. Use it once a week to spot weak answers and to see whether the AI is taking work off your team.

Before you start

• “Enable Analytics” left on — In Agent Settings, under System Preferences. It is on by default
• Some real chats — The numbers fill in as customers use your agent

How to use it

1. 1

   Open Dashboard → Analytics

   In the side menu, under Intelligence

2. 2

   Choose the dates

   Use the start and end date picker, for example the last 30 days

3. 3

   Read the cards and charts

   Explained below

4. 4

   Click “Export Report”

   To download the numbers for your own records

What it shows

• Totals — Conversations, unique visitors, AI messages, human messages, support tickets
• AI Performance — CSAT rating (customer satisfaction), AI and human response time, languages used
• Message Trends and CSAT Trend — How things change over time, so you can see whether a change helped
• Most Asked Questions — What customers ask most
• Top Performing AI Agent and Language Analytics — Which agent does best, and which languages your customers use

What happens next

1. 1Read Most Asked Questions
2. 2Find a weak answer
3. 3Add it to the Knowledge Base
4. 4Satisfaction goes up

Good to know

• Team members see the numbers for their assigned agents only
• An empty page on a new account is normal