Analytics & Dashboard

Dashboard Overview

The Analytics Dashboard is your command center for understanding chatbot performance. Access it from Dashboard in your account.

Key features:

• Agent selector — View all agents combined or individual agent stats
• Date range picker — Filter data by time period
• Live activity — Real-time conversation updates
• Exportable data — Download reports for stakeholders

Date Range Filtering

Filter all metrics by time period using preset or custom ranges:

• This Week — Current week starting Monday
• This Month — Current calendar month
• Last Month — Previous full month
• Last 30 Days — Rolling 30-day period
• Custom Range — Pick any start and end date

Percentage changes compare the selected period to the equivalent previous period.

Performance Metrics

Your dashboard displays these key performance indicators:

Messages Usage

Total messages exchanged between customers and your agent. Shows usage against your plan limit with trend comparison.

Average Chat Time

How long customers spend in conversation. Longer times often indicate engaged users getting value from your agent.

Training Data Usage

Amount of training data consumed versus your plan limit. 1 page ≈ 750 words.

Total Chats Opened

Number of conversation sessions started. Tracks engagement volume.

Leads Captured

Contacts collected through lead capture forms during conversations.

AI Resolution Rate

Percentage of conversations successfully handled by AI without human intervention or lead capture fallback. Higher = better ROI. The ChatSpark AI Engine is designed to achieve 80%+ resolution rates out of the box.

Average Chat Length

Average number of messages per conversation. Helps gauge conversation depth and complexity.

Total Time Saved

Estimated time saved compared to human agents handling the same volume. Based on industry averages: 12 min per human ticket vs 2 min chatbot.

Cost Savings

Calculated dollar savings from automated resolutions. Uses $30/hour average support agent cost including benefits.

Knowledge Coverage

Knowledge Coverage is one of your most actionable metrics. It shows the percentage of customer questions your agent could answer confidently.

• High coverage (80%+) — Your training data is comprehensive
• Medium coverage (60-80%) — Some gaps to address
• Low coverage (<60%) — Significant training needed

Question Analytics

Understand what customers are asking:

Most Asked Questions

Top questions by frequency. Use this to ensure your best content addresses common topics.

Top Unanswered Questions

Questions your agent couldn't answer confidently. This is yourtraining data roadmap — add information about these topics to improve your agent.

Click View All to see the complete list with:

• Full question text
• Frequency count
• Conversation links

Top Rated Replies

Responses that received positive feedback (thumbs up). Learn what resonates with customers.

Message Trends

The Message Trends chart shows conversation volume over time:

• Daily breakdown — Messages per day in the selected range
• Visual patterns — Identify busy days and trends
• Hover details — Exact counts on mouseover

Use this to understand traffic patterns and plan for peak times.

Using Analytics to Improve

Follow this process to continuously improve your agent:

1. Check Knowledge Coverage weekly — Is it trending up?
2. Review unanswered questions — What gaps exist?
3. Add training data — Address the top unanswered topics
4. Monitor AI Resolution Rate — Are more chats being resolved?
5. Track time/cost savings — Quantify your ROI