Analytics

​

Chats

Analytics aggregates the activity of your AI agent across conversations. It has four pages: Chats, Topics, Sentiment, and Helpdesk. By default, it shows the activity for all AI Agents under your workspace for the last week. It shows the total number of chats, total number of messages, the messages that had thumbs up from the users and the messages that had thumbs down. Below the totals, a line chart plots chats over the selected period against the Previous period (the dotted line), so you can see whether volume is rising or falling. Hover any point to compare the two dates directly. Chats by country shades a world map by volume and lists the top countries beside it, with View all for the full ranking. Countries are detected from the IP of the users having conversations with the AI agent. Chats by channel breaks the same total down by where the conversations came from, such as Widget/Iframe, Playground, or Slack. Action calls ranks how often each of your actions ran over the period, with View all for the complete list. It is a quick way to see which actions your agent actually uses. You can always filter the data by date. There are pre-defined date filters such as last 7 days, last 30 days, last 3 months and last year.

​

Topics

This section shows the topics that were included in the conversations and mentioned by the users. Topics Actions:

• Search topics
• Add topic
• Edit topic
• Delete topic
• Freeze topics: Stopping the AI Agent to detect any topics automatically.

The topics are detected automatically by the AI Agent. However, you can add topics manually in the View All button in the the right of the page:

​

Sentiment

This section shows how the AI Agent detects the sentiment and emotion of the users during the conversations. The sentiment analysis is detected automatically by the AI Agent.

​

Helpdesk

Track ticket volume over time to monitor your support workload and resolution trends. Every metric on this page shows its change against the previous period, and each chart plots the Selected period as a solid line against the Previous period as a dotted one.

​

Ticket volume

• Created tickets — tickets opened during the period.
• Solved tickets — tickets marked solved during the period.
• Unsolved tickets — the outstanding backlog, plotted on its own chart so you can see whether it is growing or shrinking.

​

Response times

• Median first response time — how long a customer waits for the first human reply.
• Median response time — the median across all replies, not just the first.
• Median time to close — how long a ticket stays open before it is solved.

Medians are used rather than averages so a handful of long-running tickets don’t skew the figure. A chart below the three tiles plots response time across the period.

​

Tickets by channel

Breaks ticket volume down by where the tickets arrived from, such as Email, Widget/Iframe, or API.

​

Filtering

Use the date range picker to set the period. The filter button beside it narrows the whole page by Assignee, Channel, Type, or Last message by — pick a field, choose an operator such as is any of, then select the values and click Apply. Discard clears the filter you were editing.

​

Notes

Analytics data is updated with a 1-day delay, reflecting the previous day’s information. Data is recorded once the user subscribes to a specific plan. Topics and sentiment data will only be available after the upgrade; any data from before the upgrade will not be included. Activity shows data per chat for users, while Analytics aggregates the information, including topics, sentiment, and thumbs down. Each panel uses the visualization that suits it: a line chart for chats over time, a shaded world map for Chats by country, and horizontal bars for Chats by channel and Action calls. The analytics page displays the total number of messages, including all conversation messages. However, credits are only calculated for AI-generated responses, excluding the initial messages.