Analytics
Analytics provides a comprehensive view of your Ai agent performance through detailed metrics and insights. The analytics dashboard helps you understand how your AI systems are performing, track user engagement, and measure satisfaction over time.
You can access analytics data by navigating to the Analytics section in your dashboard. The dashboard automatically displays key metrics for the last 30 days, with easy-to-understand visualizations and drill-down capabilities for deeper analysis.
Understanding Your Metrics
The analytics dashboard is organized into several key areas that give you a complete picture of your workspace activity.
Contact Metrics
Total Contacts shows you how many unique people have interacted with your chatbots across all time. This helps you understand your overall reach and user base growth.
Active Contacts focuses on users who have had conversations in the last 30 days. This metric includes a comparison with the previous 30-day period, so you can see if engagement is growing or declining. Click on this metric to see a daily breakdown chart and a list of your most active users.
Conversation Tracking
Total Conversations tells you how many conversation sessions were started in the last 30 days. Each time someone begins a new chat with your bot, it counts as one conversation. Like other metrics, this includes period-over-period comparison to help you track growth trends.
When you click on the conversation metric, you'll see a daily chart showing conversation patterns and a list of contacts who started the most conversations.
Message Analytics
The dashboard breaks down messages into several categories to help you understand communication patterns:
Total Messages includes all messages exchanged between users and your chatbots, including user inputs, bot responses, and automated actions.
Total User Requests counts messages sent by users to your chatbots. This helps you understand user engagement and demand patterns.
Total Agent Responses tracks messages generated by your chatbots in reply to user requests. This metric helps you see how actively your bots are responding.
Total Agent Actions monitors automated actions your chatbots perform, such as triggering workflows, accessing external services, or performing specialized tasks beyond basic conversation.
Conversation Averages
Three additional metrics help you understand conversation depth and complexity:
- Average User Requests per Conversation: How many messages users typically send in each chat session
- Average Agent Responses per Conversation: How many responses your chatbot provides on average
- Average Actions per Conversation: How often your chatbot performs automated actions during conversations
These averages help you understand if conversations are becoming more or less complex over time, and whether your chatbot is handling user needs effectively.
User Satisfaction
Total Ratings shows how many feedback ratings users have provided. User ratings help you measure satisfaction and identify areas for improvement.
Thumbs Up and Thumbs Down break down positive and negative feedback separately. These metrics include period comparisons and detailed drill-downs showing which users provided the most feedback.
Click on rating metrics to see daily trends and lists of users who rate your chatbots most frequently, helping you identify your most engaged community members.
How to Use Analytics
Daily Monitoring
Check your analytics regularly to spot trends and identify issues early. Look for sudden changes in conversation volume, unusual patterns in user requests, or shifts in satisfaction ratings that might indicate problems or opportunities.
Performance Optimization
Use message analytics to understand if your AI agents are providing helpful responses. If you see high user request volumes but low satisfaction ratings, it might indicate that your bot needs better training or additional capabilities.
Growth Tracking
Monitor contact and conversation growth over time to measure the success of your AI deployments. Positive trends in active contacts and conversations indicate healthy user engagement.
Satisfaction Improvement
Pay close attention to rating trends and feedback patterns. High thumbs-down ratios might indicate specific areas where your AI system could be improved, while positive feedback trends show what's working well.
Drill-Down Details
Every metric card on the dashboard is clickable, opening detailed views with additional information:
Charts and Trends
Daily breakdown charts show how each metric has changed over the 30-day period. These visualizations help you spot patterns, identify peak usage times, and understand the impact of changes you've made to your AI bots.
Contact Lists
Detailed views include lists of the contacts who contribute most to each metric. You'll see user information, engagement counts, and helpful details like profile images and source applications.
Understanding Changes
The dashboard automatically calculates period-over-period changes, showing whether each metric has increased or decreased compared to the previous 30-day period. Positive changes appear with upward indicators, while decreases show downward trends.
Getting the Most from Analytics
Analytics work best when you review them regularly and use the insights to make informed decisions about your AI system improvements. Look for patterns rather than focusing on individual daily fluctuations, and consider external factors like marketing campaigns or seasonal changes when interpreting trends.
The analytics dashboard requires no setup or configuration—it automatically collects data from all your ChatBotKit resources and presents unified insights across your entire workspace. Data updates with each page refresh, ensuring you always see current information.
User Satisfaction Scores: Ratings and feedback provided by users, aggregated across conversation types.
Business Impact
Conversion Metrics: Tracked outcomes including sales, sign-ups, or other defined business goals.
Support Efficiency: Reduction in human agent escalations, faster issue resolution, and cost savings.
Topic Analysis: Most frequently discussed subjects and their resolution success rates.
Retention and Privacy
Data Retention
Analytics data is retained according to your account's data retention policies:
- Standard Plans: 90 days of detailed analytics data
- Professional Plans: 1 year of detailed analytics data
- Enterprise Plans: Custom retention periods available
Privacy Compliance
Analytics collection respects user privacy and regulatory requirements:
- Personal identifiers are hashed or anonymized in aggregated reports
- Users can request data deletion through standard privacy controls
- GDPR and CCPA compliance maintained through configurable data handling
- Conversation content analysis uses anonymous pattern recognition