Analytics
Analytics turn conversations into numbers you can act on. Use them to see whether the bot is carrying the load, where it hands off, and how spend tracks over time — for the whole organization or a single bot.
Where to find it#
There are two levels of analytics:
- Overview — organization-wide numbers across all bots, on the main dashboard.
- Per-bot — open a bot and go to its Analytics tab for the same metrics scoped to that bot.
A date range — such as the last 3, 7 or 30 days — controls the window every metric is calculated over.
Key metrics#
- Total conversations — volume handled in the period.
- AI resolved rate — share of conversations closed without an operator. The headline measure of how much the bot carries.
- Average response time — how quickly the AI replies, including the first response.
- CSAT — customer satisfaction, with the count of rated sessions behind it.
- Total cost — what the AI usage cost over the period.
Charts & trends#
Charts show the shape behind the numbers:
- AI vs operator — the split between conversations the bot resolved and those it transferred.
- Conversations over time — volume trend, so you can spot peaks.
- AI cost over time — how spend moves with usage.
Conversations breakdown#
The conversations view adds detail: the daily average, the share the AI handled, the handoff rate, and the peak day in the period.
Read handoffs as a to-do list
A rising handoff rate often points to a gap in your knowledge base or a handoff rule that's too broad. Trace the topics behind it and add articles or tighten the rule.