Analytics
Conversation volume, resolution rate, response time, and your most-asked questions over the last 7, 14, 30, or 90 days.
Where to find it
Insights are per agent. Open the agent you want to review, then select Insights from the left menu. From your dashboard, Analytics opens insights for your first agent.
Available on Starter Advanced Pro. Free workspaces see sample numbers with an upgrade prompt instead of live data.
Time range
Pick a window of 7, 14, 30, or 90 days (14 by default), or set a custom start and end date. Every metric also shows how it changed against the previous, equal-length period, so you can see whether things are trending up or down.
Metrics
- Conversations, the number of chat sessions started in the window, shown with a sparkline of daily volume.
- Resolution rate, the share of conversations that ended in a resolved (closed) state. Higher means your agent is handling more on its own.
- Response time, the median gap between a visitor message and your agent's reply, in seconds.
Top questions
The five most common opening messages, grouped so different wordings of the same question count together. A topic that spikes but isn't answered well is your cue to add a Q&A pair or update a knowledge source.
Still stuck? We'll help.
Every plan, including Free, comes with human support. If something isn't behaving the way you expect after following the steps above, send us a note and we'll get back to you within one business day.