Analytics & Dashboard

Analytics & Dashboard

The Analytics dashboard gives you a complete picture of how your AI bot and support team are performing. Use it to measure effectiveness, identify knowledge gaps, and continuously improve your bot.

Dashboard Overview

The main dashboard shows high-level KPIs at a glance:

KPI	Description
Total Conversations	Number of conversations started in the selected time period
AI Resolution Rate	Percentage of conversations resolved by the bot without human handoff
Avg. Response Time	Average time from user message to first bot or agent reply
Handoff Rate	Percentage of conversations escalated to a human agent
Active Users	Unique users who interacted with the bot in the period
Positive Feedback Rate	Percentage of thumbs-up reactions out of all feedback submitted

Use the date range picker to filter all metrics by day, week, month, or a custom range.

Tip

A high AI Resolution Rate combined with a high Positive Feedback Rate indicates your knowledge base is healthy and well-matched to what users are asking.

RAG Analytics

The RAG Analytics section shows how the retrieval pipeline is performing:

• Retrieval Success Rate — Percentage of queries where the system found relevant content in the knowledge base
• Top Retrieved Documents — Which documents are retrieved most often, indicating high-demand topics
• Avg. Relevance Score — Average confidence score from the re-ranker across all queries
• Query Volume by Hour — Message volume heat map to identify peak usage times

Use this data to identify documents that are rarely retrieved — they may need better titles, more keywords, or a content review.

Unanswered Analytics

The Unanswered Analytics section surfaces questions the bot could not answer:

• Unanswered Questions List — A chronological list of questions that resulted in a low-confidence response or handoff
• Topic Clustering — Questions are automatically grouped by topic so you can spot patterns
• Topics Without Docs — Topics that appear frequently in unanswered questions but have no matching document in the knowledge base

Note

The Topics Without Docs list is a direct action list for your knowledge base team. Each item represents a gap that, if filled with a document, would immediately improve bot resolution rate.

Use the Export button to download the unanswered questions list as CSV for offline review or to share with subject matter experts.

Message Feedback

Users can rate bot responses directly in the chat widget:

• 👍 Thumbs Up — Response was helpful
• 👎 Thumbs Down — Response was not helpful

The Analytics dashboard aggregates this feedback and shows:

• Feedback volume over time
• Most downvoted responses — with the original question and bot answer, so you can investigate and improve
• Feedback trend — Whether satisfaction is improving or declining over time

Tip

Investigate every 👎 thumbs down response. Each one is a specific, real customer interaction where the bot failed. Fixing the underlying knowledge gap prevents the same failure from recurring.

Admin Metrics

Admins have access to additional operational metrics:

• Agent Response Time — How quickly human agents respond after taking over a conversation
• SLA Breach Rate — Percentage of handoff conversations that exceeded the SLA target (see Human Handoff)
• Conversation Volume by Channel — Breakdown of conversations by Web Widget, LINE OA, and other channels
• Knowledge Base Coverage — Document count, total chunks indexed, and last updated timestamps
• Cost per Conversation — Estimated AI inference cost per resolved conversation (Enterprise plan)

All admin metrics can be exported as CSV or viewed as charts in the dashboard.