Use analytics
Understand analytics for conversations, channels, and assistants, including trends, scheduled reports, and FAQ performance metrics.
Overview
Analytics surfaces how your assistants are performing over time, across channels, and against your FAQs so you can make informed operational decisions.
Use this page to understand what each part of the /analytics screen does and how to complete common workflows like changing date ranges or managing scheduled reports.
Analytics shows patterns and trends. Treat values as directional signals when deciding where to optimize, not as precise billing or finance data.
Page layout
The analytics page is organized into several sections:
- Global controls: date range selector and export
- Scheduled reports list
- Summary stats cards
- Advanced metrics grid
- Conversation volume heatmap
- Assistant comparison table
- Charts: conversations over time and channel distribution
- FAQ analytics
Each section responds to the current date range and filters, so you always look at a consistent slice of activity.
Date range selector and export
The top of the page includes a date range control and export actions.
- Date range selector: Filters all charts, cards, and tables to a specific time window (for example, last 7 days, last 30 days, custom).
- Export: Generates a downloadable report for the current filters, typically as CSV or similar tabular format.
Use the same date range across Analytics and other tools when comparing results so you do not misinterpret short-term spikes or dips.
Scheduled reports list
Below the header, you see a list of scheduled analytics reports that your team has configured.
Each scheduled report entry typically includes:
- Report name and description
- Frequency (for example, daily, weekly, monthly)
- Delivery destination (such as email)
- Status and last run time
- Controls to edit, delete, or trigger the report immediately
If no reports exist, the list shows an empty state with guidance to create your first schedule.
Summary stats cards
Summary stats cards give a quick snapshot of overall conversation performance for the selected period. Typical cards include:
- Total conversations: Overall number of conversations handled by your assistants.
- Qualified conversations: Conversations that met your internal criteria for being qualified (for example, sales-ready or support-relevant).
- Conversion: The proportion of conversations that reached your conversion threshold (such as booking a meeting or resolving a ticket).
- Average duration: Typical length of conversations, which helps you understand engagement depth.
Use summary stats to spot high-level shifts first. If a metric changes significantly, drill into channel, assistant, or FAQ sections to investigate why.
Advanced metrics grid
The advanced metrics grid surfaces more detailed performance indicators, often per assistant or channel. Common metrics include:
- Response times: How quickly the assistant replies, such as median or average initial response time.
- CSAT: High-level customer satisfaction scores if you collect them.
- Cost metrics: Relative costs associated with conversations, which can help with budgeting and model selection.
Interpret these as comparative signals between assistants, channels, or periods rather than exact accounting for spend.
Volume heatmap
The heatmap shows conversation volume by hour and day, helping you understand when your assistants are busiest.
Typical usage:
- Identify peak hours to adjust staffing or bot routing.
- Spot quiet periods that may be suitable for maintenance.
- Compare weekdays and weekends to see if demand shifts by day.
Use the heatmap to align human coverage with automated support. If certain hours consistently spike, consider tightening escalation rules or adding specialized flows.
Assistant comparison table
The assistant comparison table allows you to see how different assistants perform side by side.
You typically see, per assistant:
- Conversation counts and growth
- Engagement or completion metrics
- Quality or satisfaction signals
- High-level cost indicators
Use this table to decide where to clone successful patterns or where an assistant needs tuning, retraining, or different routing.
Time-series and channel charts
Analytics includes charts that show how conversations unfold over time and across channels.
- Conversations over time: A line chart that tracks volume during the selected range. Look for trends, spikes, and dips to correlate with releases, campaigns, or incidents.
- Channel distribution pie: A breakdown by channel (for example, chat, voice, email) to see where users interact most.
- Channel metrics cards: Per-channel callouts for volume and key performance indicators, helping you compare channels directly.
When you see a change in one channel but not others, check recent configuration, routing, or deployment changes specific to that channel.
FAQ analytics
FAQ analytics focus on how questions that should be answered by your FAQs perform in practice.
You typically see:
- Hits: When an FAQ matched and resolved the user question.
- Misses: When available FAQs did not match or were not used.
- Near-misses: Cases that almost matched existing FAQs and may point to content gaps.
- Time series: How these outcomes evolve over time.
Use this section to decide which FAQs to add, update, or retire to keep your knowledge base aligned with real user queries.
Key workflows
This section walks through common actions you take on the analytics page.
Change the date range
Adjust the date range to focus on a specific period.
Open the date range selector
Click the date range control at the top of the analytics page. A menu opens with preset options and a custom range picker.
Choose a preset or custom range
Select a preset option such as last 7 days or last 30 days, or define a custom start and end date that matches your reporting period.
Apply the filter and review updates
Confirm your choice. The page reloads analytics cards, charts, tables, and the heatmap to reflect the new range. Verify that chart axes and summary values now align with the selected period.
When comparing performance across periods, keep one browser tab fixed to an earlier range and another to a later range. This avoids repeatedly switching filters and reduces mistakes.
Create a scheduled report
Set up a scheduled report to receive regular analytics summaries without manually exporting.
Start a new schedule
In the scheduled reports section, click the control to create a new report schedule. The report configuration form opens.
Configure scope and frequency
Choose the reporting scope such as assistants or channels, set the desired frequency (daily, weekly, monthly), and pick the date range pattern (for example, previous day or previous week).
Set recipients and delivery details
Enter recipient addresses or destinations and, if available, a subject or label that helps recipients recognize the report.
Save and confirm scheduling
Save the report schedule. The new entry appears in the scheduled reports list with its next run time. Check that the status shows as active or enabled.
Limit each scheduled report to a clear audience and purpose. For example, send a focused weekly assistant comparison to operations leads and a monthly high-level summary to executives.
Edit or delete a scheduled report
Update or remove schedules as your reporting needs change.
Locate the schedule to modify
Scroll to the scheduled reports list and identify the report based on its name, frequency, or recipients.
Open edit or delete actions
Use the actions menu or buttons associated with the entry. Choose edit to modify details or delete to remove the schedule entirely.
Apply changes or confirm deletion
For edits, adjust configuration fields such as frequency, recipients, or scope and save. For deletions, confirm the action when prompted. The list updates to reflect your changes.
When editing a schedule, make incremental changes and monitor the next delivered report. If the format or scope no longer fits stakeholders, adjust again rather than creating multiple overlapping schedules.
Trigger or export a report on demand
Generate one-time outputs when you need data outside the regular schedule.
Export the current view
Use the export action near the date range selector to download a one-time report that matches your current filters and range. The system creates a file, and your browser starts the download.
Trigger a scheduled report immediately
In the scheduled reports list, use the trigger or run-now action for a specific schedule. This sends or generates the report immediately using that schedule's configuration.
Verify delivery or file contents
Check the downloaded file or the delivery destination to ensure the report looks as expected: correct date range, fields, and recipient list.
Use on-demand exports for ad hoc analysis. For recurring needs, convert a frequently used export pattern into a scheduled report to avoid manual repetition.
Loading and empty states
Analytics includes states that help you understand what is happening when data is not immediately visible.
Loading state
When you open analytics or change filters, the page displays a loading skeleton while it fetches fresh data.
You typically see placeholder shapes where cards, charts, and tables will render. Once data loads successfully, the placeholders disappear and the real values appear.
If the loading state persists longer than expected, check network connectivity or reload the page. If the issue continues, contact support with details about the timeframe and filters you selected.
No data and empty states
You may occasionally see empty states instead of full charts or tables.
Common cases:
- New tenant or recent setup: If your workspace is new or your assistants have not yet handled conversations, summary stats and charts may show no data.
- Narrow date range: Very short or future date windows can legitimately return no results.
- No scheduled reports configured: The scheduled reports list shows a message inviting you to create a schedule.
When you encounter an empty analytics view, first expand the date range and confirm that your assistants and channels are active. If you still see no data for periods with known activity, escalate to your admin or support team.
Related pages
Use these pages alongside analytics to act on what you learn from the data.
Last updated 2 weeks ago
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