Analytics & Reports
Official guide · English · Version 9c253d0cf11816df
The Analytics page provides a comprehensive view of your chatbot's performance, including conversation trends, message volumes, hourly activity patterns, top products, and platform distribution.
Accessing Analytics
Navigate to Dashboard > Analytics from the sidebar.
Time Period Selection
Use the dropdown in the top-right corner to select a reporting period:
| Period | Description |
|---|---|
| Last 7 Days | Data from the past week. |
| Last 30 Days | Data from the past month. |
| Last 3 Months | Data from the past quarter. |
All metrics, charts, and data refresh automatically when you change the period.
Key Metrics
Three summary cards are displayed at the top:
| Metric | Description |
|---|---|
| Total Conversations | The total number of chat conversations started in the selected period. Includes a growth percentage compared to the previous equivalent period. |
| Total Messages | The total number of messages exchanged (both user and bot messages). Includes a growth percentage. |
| Avg Messages Per Conversation | The average number of messages per conversation. Indicates engagement depth. |
Growth Indicators
- Green with a "+" prefix indicates positive growth compared to the previous period.
- Red with a "-" prefix indicates a decline.
- Gray indicates no change.
Charts and Tabs
The analytics page has four tabbed views for deeper analysis:
Conversation Trends
A bar chart showing the number of conversations per day over the selected period.
- Hover over any bar to see the exact count and date.
- Useful for identifying peak conversation days and trends.
Message Trends
A bar chart showing the total messages per day, broken down by:
- User Messages -- Messages sent by customers.
- Bot Messages -- Messages sent by the AI assistant.
Hover over each bar to see the breakdown.
Hourly Activity
A 24-hour bar chart showing when your chatbot is most active.
- Each bar represents one hour of the day (00-23).
- The height indicates the relative message volume during that hour.
- Useful for understanding when your customers are most active, which can help with staffing live operators.
Info: If you notice high activity during specific hours, consider scheduling live operator support during those peak times for issues the AI cannot handle.
Top Products
A ranked list of the products most frequently asked about or mentioned in conversations.
| Column | Description |
|---|---|
| Rank | The product's position (1 = most inquired). |
| Product Name | The name of the product. |
| Inquiries | The number of times the product was mentioned or asked about. |
A horizontal bar chart visually represents relative inquiry volume.
Info: Use this data to identify trending products. Products with high inquiry counts but low sales may need improved product pages or pricing adjustments.
Platform Distribution
Shows how conversations are distributed across your connected channels:
| Column | Description |
|---|---|
| Platform | The channel name (Web, Widget, Telegram, WhatsApp, etc.). |
| Count | The number of conversations from this platform. |
| Percentage | The share of total conversations. |
A progress bar for each platform visualizes its proportion.
Understanding Your Data
Conversation vs. Message
- A conversation is a complete chat session between a customer and your chatbot. It starts when a customer sends their first message and ends when the session times out or is closed.
- A message is an individual text exchange within a conversation. One conversation typically contains multiple messages.
What "Growth" Means
Growth percentages compare the current period to the previous equivalent period. For example:
- If you select "Last 7 Days," the growth compares the most recent 7 days to the 7 days before that.
- A growth of "+25.0%" means conversations increased by 25% compared to the previous period.
Best Practices
- Check analytics weekly to track trends and catch issues early.
- Compare periods by switching between 7-day, 30-day, and 3-month views to spot seasonal patterns.
- Use hourly activity data to optimize operator schedules and chatbot response times.
- Review top products to ensure your AI assistant has accurate, up-to-date information about popular items.
- Monitor platform distribution to focus marketing efforts on the channels where your customers are most active.
- Track the messages-per-conversation ratio -- if it is unusually high, the bot may be struggling to provide satisfactory answers, and your knowledge base may need updating.