Analytics Dashboard

Analytics Dashboard

Accessing Analytics

Go to Messenger > Analytics to view your performance metrics and visitor insights.

Visitor Metrics

Track how visitors interact with your widget:

• Total Visitors — Unique visitors who saw the widget
• Widget Opens — How many times the widget was opened
• Conversations Started — Visitors who sent at least one message
• Engagement Rate — Percentage of visitors who started a conversation

Conversation Statistics

• Total Conversations — All conversations in the selected period
• AI Resolved — Conversations fully handled by the AI
• Agent Resolved — Conversations resolved by human agents
• Average Response Time — Time between visitor message and first reply
• Average Resolution Time — Time from first message to conversation resolved

Satisfaction Scores

When visitors rate their experience:

• CSAT Score — Overall customer satisfaction (1-5 stars)
• Rating Breakdown — Distribution of ratings
• Comments — Visitor feedback on their experience
• Trend — How satisfaction changes over time

Live Visitors

See who is on your site right now:

• Active Visitors — Currently browsing your website
• Current Page — Which page they're viewing
• Location — City/country (approximate)
• Duration — How long they've been on the site
• Status — Browsing, in conversation, or idle

Date Range & Filters

• Select custom date ranges (today, 7 days, 30 days, custom)
• Filter by channel (widget, Telegram, WhatsApp, Email)
• Filter by agent to see individual performance
• Export data as CSV for further analysis

Key Insights

Use analytics to improve your support:

• Low engagement rate? Adjust your greeting or widget position
• High AI resolution rate? Your knowledge base is working well
• Low CSAT scores? Review those conversations for improvement
• Long response times? Consider adding more agents or improving AI training