Analytics

Analytics on the Overview dashboard summarize how the embedded agent is performing for the active organization. You get counts of conversations and total messages, average conversation length, and percentage changes versus the prior period. The same page also includes charts for top question categories and top objection categories derived from visitor messages. You can switch the time window between week, current calendar month, and last full month; period boundaries use a fixed reporting timezone so week and month comparisons stay consistent.

Without aggregates you are guessing whether the agent changes behavior on the site. Trend lines and deltas show whether volume is growing, whether chats are getting longer or shorter, and whether a change you shipped (copy, triggers, knowledge) moved the needle.

Check Overview after you change triggers or knowledge; expect a few days of data before drawing conclusions. Compare week view for experiments and month views for stakeholder reporting.

Use conversation length together with message volume: a spike in short chats might mean quick clarifications are working; rising length might signal confusion or deeper interest—cross-check with question categories and actual transcripts in your workflow.