Analytics
Understand how your bot is performing with the metrics that actually matter.
Overview metrics
Go to Analytics in the sidebar for a dashboard showing your bot's performance over a selected time range.
Open Analytics in adminThe Analytics dashboard. Select a date range and see all key metrics in one view.
The default view shows the last 7 days. Use the date picker to change to 30 days, 90 days, or a custom range.
Key metrics explained
Total conversations — The number of distinct chat sessions. A conversation starts when a visitor sends the first message and ends when the session is inactive for 30 minutes.
Messages per conversation — Average number of visitor messages per session. Higher is usually better — engaged visitors ask follow-up questions. Very low (1.0–1.5) may indicate the bot is not answering questions satisfactorily.
Resolution rate — Percentage of conversations resolved by the bot without a human handoff. Target: 80% or higher for a well-trained bot.
Handoff rate — Percentage of conversations that were escalated to a human. Target: below 20%. If above 20%, review which questions trigger handoffs and add the missing content.
Lead capture rate — Percentage of conversations where a lead was captured. This metric only makes sense if lead capture is enabled and configured.
Top questions — The most frequently asked questions, ranked by frequency. Use this to prioritise content additions — if your #1 question isn't well-answered, fix it first.
Zero-answer rate — Percentage of visitor questions where the bot replied "I don't have that information". This directly maps to content gaps.
Using analytics to improve
Run this monthly review against your analytics:
1. Check handoff rate trend. Is it going up or down? A rising handoff rate means new content gaps are opening faster than you're closing them.
2. Review top questions. Are the top 5 questions answered well? If not, improve those topics first — they have the highest impact.
3. Check zero-answer rate. Every zero-answer is a content gap. Export the list of zero-answer questions and add them to your next FAQ update batch.
4. Compare week-over-week resolution rate. This is the clearest signal of whether your content additions are working.