Analytics

The Analytics Dashboard allows you to track bot performance, view customer interactions, and discover knowledge gaps. It provides actionable insights to help you continuously improve your AI agent and monitor live support health.

Key Features

• Stat Cards: High-level metrics tracking Total Interactions, Satisfaction Rate, Helpful vs. Failed responses, Average Resolution Time (Live Chat), and Frustration percentage.
• Volume & Sentiment Charts: Visual 30-day trends for Conversation Volume and User Satisfaction (Sentiment).
• AI Knowledge Gaps: A nightly automated summary of what users searched for but couldn't find.
• Recent Customer Feedback: A detailed table of user interactions, including the date, user prompt, bot response, and user rating.
• Needs Attention Queue: A list of downvoted/failed responses with a quick-action button to instantly convert them into FAQ overrides.
• Frustrated Customers Log: A feed of live chat conversations where negative sentiment was detected.
• Data Export: Download your captured leads and chat histories as CSV files.

How to Use

Exporting Data

To download your workspace data for external reporting or CRM imports:

1. Locate the export buttons in the top right corner of the dashboard.
2. Click Export Leads to download a CSV of user names and emails captured by the lead form.
3. Click Export Chats to download a CSV of your chat history, including prompts, responses, and ratings.

Reviewing Charts & Metrics

• Conversation Volume (30 Days): Use this line chart to track how many interactions your bot is handling day-over-day.
• User Satisfaction (Sentiment): Use this area chart to monitor the emotional tone of your users. Scores fluctuate between -5 (Negative) and 5 (Positive).

Fixing Knowledge Gaps (Needs Attention)

When users downvote an AI response, it appears in the Needs Attention section so you can correct it:

1. Scroll down to the Needs Attention panel to view failed prompts and the bot's incorrect response.
2. Click the Add to FAQ button next to a failed prompt.
3. A text area will appear. Type the correct answer that the bot should have given.
4. Click Save Override. This instantly adds the correction to your Custom FAQs, preventing the bot from making the same mistake twice.

Monitoring Frustrated Customers

The Frustrated Customers panel displays live chat sessions where users expressed negative sentiment.

• Review this feed to see the user's email and the specific messages that triggered the negative sentiment alert. This is highly useful for QA and following up with upset customers.

Important Notes (or Pro Tips)

• AI Insights Generation: The "AI Knowledge Gaps" summary is generated automatically overnight. If the box says "Not enough failed requests yet", it means your bot is performing well or hasn't accumulated enough negative feedback to establish a trend.
• Resolution Time: The "Avg Resolution" stat card specifically measures the time it takes human agents to resolve and close tickets in the Live Chat Inbox, not automated AI responses.