Analytics
Overview
The Analytics page shows how your chat assistant is performing: how many conversations you're getting, how many finish successfully, when visitors are most active, and which workflows get the most use.
Open it from Insights → Analytics.
All days and hours on this page are in your account's time zone, shown in the page description (for example "Times in America/New_York"). See Set your time zone.
What's on the page
Summary cards
- Total Conversations: the total number of conversations, with the change for this month. The card also shows the total Messages and the average Response time.
- Completion Rate: the share of conversations that were completed, with the change vs last month. Its icon is green at 80% or higher, amber from 60% to 79%, and red below 60%.
- Monthly Growth: month-over-month change for Conversations, Messages, and Response Time.
Charts
| Section | What it shows |
|---|---|
| Conversation Trends | Daily conversation counts over the period you choose, plus the Daily Average, Peak Day, and Total Period |
| Conversation Status | A breakdown by status (for example Completed, Abandoned, or Handed Off), with counts and percentages |
| Peak Activity Hours | Average messages for each hour of the day, plus your Top 5 Peak Hours |
| Most Used Workflows | How many conversations each workflow handled, and its share of the total |
Detailed Statistics
A day-by-day table with Date, Conversations, Messages, Avg Response, Completion, and Handoffs.
Steps
Review performance
- Go to Insights → Analytics.
- Start with the summary cards to see overall volume and the completion rate.
- In Conversation Trends, choose a time range: Last 7 days, Last 2 weeks, Last 30 days, Last 2 months, or Last 3 months. The default is Last 30 days.
- Check Conversation Status to see how many conversations end as completed and how many are abandoned.
- Use Peak Activity Hours to see when visitors chat most.
Dig into daily numbers
- Scroll to Detailed Statistics.
- Choose a time range from the dropdown.
- Click the refresh icon to reload the table.
Refresh everything
Click Refresh Data at the top of the page to reload all cards and charts with the latest numbers.
Export a report
- Choose the time ranges you want in Conversation Trends and Detailed Statistics.
- Click Export Report at the top of the page. You can also click the download icon next to the refresh icon in Detailed Statistics.
- A CSV file named with today's date downloads to your computer.
The report contains the numbers currently loaded on the page for the periods you selected: the summary figures, daily conversation counts, the status breakdown, hourly activity, top workflows and the day-by-day statistics. You can open it in any spreadsheet app.
Tips
- A falling Completion Rate or a rising number of abandoned conversations usually means visitors are getting stuck. Read a few of those conversations in Chat → Conversations and click Generate analysis to find out why.
- Schedule staff for your Top 5 Peak Hours so someone is available to take over from Live monitor when needed.
- Many Handoffs on the same topic can mean your AI agent or knowledge base needs more information about it.
- Compare Most Used Workflows with your widget setup to confirm visitors are reaching the workflow you expect.
- Click Refresh Data before exporting if the page has been open for a while, so the report includes the latest numbers.