Key metrics
| Metric | Description |
|---|---|
| AI chats | Total conversations handled by the agent |
| Avg. response time | How quickly the agent responds |
| Satisfaction score | Based on visitor feedback (thumbs up/down) |
| Email drafts | Number of AI-drafted email responses |
Analytics levels
The depth of analytics depends on your plan:| Plan | Level |
|---|---|
| Starter | Basic — key metrics and conversation counts |
| Pro | Advanced — detailed breakdowns, topic analysis |
| Business | Advanced + Export — everything in Pro, plus CSV/JSON export |
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)
Improving performance
Use analytics to identify gaps:- Filter for low-satisfaction conversations
- Review the agent’s responses — was the answer wrong, unclear, or missing?
- Add or update knowledge items to address the gap
- Re-test in the playground and publish