We’ve rebuilt Analytics to make it easier to understand performance, identify trends, and take action.

Analytics is now organized into three focused sections:

Chats

Track conversation volume and audience behavior with:

• New conversations

• Total, sent, and received messages

• Unique users

• New contacts

• Conversation channels for AI agents

• Open, resolved, and closed conversations

• Top countries and starting pages

• Engagement heatmaps showing the busiest days and hours

AI performance

Understand how effectively your AI handles conversations:

• Helpful and unhelpful rating percentages

• Deflection rate

• Escalation rate

• Total conversations escalated to humans

• AI credit usage

Human support

Measure the speed of your support team:

• First reply time

• Customer wait time

• First resolution time

• Final resolution time

A more actionable dashboard

The main dashboard now surfaces what needs attention immediately:

• Open conversations

• Conversations waiting for a human

• Unassigned conversations

• Unread conversations

• The oldest conversations requiring attention

• Knowledge base sources with errors or stalled processing

• A seven-day performance overview

We also rebuilt the reporting infrastructure behind Analytics, resulting in faster loading, more reliable historical data, and more consistent totals across charts and breakdowns.

Open your chatbot or AI agent and visit Analytics to explore the new dashboard.