Analytics

Understand your agent performance

Analytics Dashboard

Understand your support performance and identify where to optimize your documentation.

Core Metrics

  • Conversation Volume: Track total chats over 24h, 7 days, or 30 days.
  • Deflection Rate: The percentage of conversations that never required human intervention.
    • Formula: (Total Chats - Pending Agent Chats) / Total Chats
  • Token Usage: Track your AI costs. We display both Total Tokens and Avg Tokens per Conversation to help you estimate scale.

Channel Breakdown

See exactly where your customers are coming from. The dashboard splits traffic by:

  • Web Widget: Your website traffic.
  • WhatsApp: Direct messaging support.
  • Email: Automated email replies.

Top Topics

The AI clusters questions into semantic groups (e.g., "Pricing", "Refunds", "API Help"). Use this to decide what new help articles to write next.

Activity
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