Analytics

The analytics dashboard gives you visibility into how your agent is performing.

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Key metrics

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Analytics levels

The depth of analytics depends on your plan:

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Activity timeline

The dashboard includes a timeline of recent conversations. Click any conversation to see the full chat history, including:

• Visitor messages and agent responses
• Timestamp for each message
• Satisfaction rating (if provided)

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Improving performance

Use analytics to identify gaps:

1. Filter for low-satisfaction conversations
2. Review the agent’s responses — was the answer wrong, unclear, or missing?
3. Add or update knowledge items to address the gap
4. Re-test using the Widget preview in your agent editor