Analytics

The Key Metrics tab shows your top-level performance numbers across all agents or a specific agent.

• Total Sessions — every conversation session across all agents and embed locations
• Messages — total messages sent and received across all sessions
• Unique Visitors — de-duplicated visitor count
• Avg Duration — average length of a conversation session
• Voice Sessions — sessions where the visitor used voice
• Text Sessions — sessions where the visitor used text only
• Bounce Rate — sessions with 0 to 1 messages
• Completion Rate — sessions that ended properly rather than dropping off
• Msgs/Session — average number of messages per session

The Activity tab shows session and message trends over time alongside response performance.

• Sessions Over Time — bar chart of daily session volume
• Messages Over Time — bar chart of user vs agent messages by day
• Peak Activity Hours — heat map showing which hours of the day see the most activity (UTC)
• Response Time — average, fastest, P95, and slowest agent response times with a daily trend chart

The Intelligence tab shows AI-generated analysis of your conversations, broken down per agent. Each agent card shows a Generate button to run the analysis.

When generated, each agent card shows:

• Top Topics — the subjects your visitors are asking about most, with conversation counts
• User Intents — breakdown of why visitors are engaging (Question, Support, Greeting, Feedback, Other)
• Sentiment — positive, neutral, and negative sentiment distribution across sessions
• Actionable Insights — AI-generated recommendations for improving your KB and agent configuration based on conversation patterns
• First Message Patterns — how visitors typically open conversations

Below the per-agent cards, Conversation Insights shows aggregated data: engagement levels by session depth, average message lengths for visitor and agent messages, common keywords, and common first messages.

The Audience tab shows who your visitors are and how loyal they are.

• Captured Emails — total number of visitor emails collected
• Countries — number of distinct countries your visitors are coming from
• UTM Tracked — sessions where UTM campaign parameters were present
• Top Countries — ranked list of visitor countries
• Devices — desktop vs mobile breakdown
• Captured Visitor Emails — a table of every email captured with first visit date, country, and city

The Visitor Loyalty section shows your return rate (visitors with 2 or more sessions), visitor segments (New, Returning, Loyal), and engagement comparison between new and returning visitors.

The Content tab shows how your knowledge base is performing in conversations.

• Knowledge Base Usage — a ranked table of every KB asset that was cited in a conversation, showing the asset URL, type, and citation count
• Performance by Content Type — citation totals grouped by content type (Website, Document, Image, etc.)
• Performance by Tag — citation totals grouped by your KB tags
• Never Surfaced — assets that are live and assigned to your agents but have not appeared in any conversation in the selected period. Use this to identify gaps in your KB coverage.
• Session Reviews — visitor ratings on a 1 to 10 scale with sentiment buckets (Positive 8-10, Neutral 5-7, Negative 1-4), response rate, rating distribution, and any written feedback visitors have left

The Knowledge Base Activity Log at the bottom of the Content tab tracks every change made to your KB — uploads, updates, tag additions — with the actor and timestamp.

The Messaging tab tracks post-conversation follow-up email delivery powered by the Engage agent.

• Sent — follow-up emails successfully delivered
• Pending Capture — sessions where email was not yet captured so follow-up is queued
• Skipped — sessions where no email was available and follow-up could not be sent
• Failed — delivery failures

The tab also shows the return rate after follow-up — what percentage of recipients came back for another conversation after receiving the email — and which KB assets were most surfaced in follow-up packages.