Reports
A comprehensive guide to the Reports page, which provides detailed analytics and insights into your chatbot performance, agent activity, and user engagement across various metrics.
Overview
The Reports page provides a complete picture of your chatbot's performance, showing real-time metrics and historical trends across agent activity, user engagement, and system usage.
Quick Stats
Online Users
Shows how many users are currently active on your chatbot. Click "View" to see detailed visitor information.
Agent Performance
Agent Statistics
Track how your agents are performing with response times and customer satisfaction ratings.
What you'll see:
- Average response time in seconds
- Star ratings from customers
- Number of chats handled
- Top performers list
How to use it:
- Click on any agent name to see their detailed ratings and feedback
- Use the date picker to analyze performance over different time periods
- Expand "Show all agents" to see everyone on your team
Individual Agent Details
When you click on an agent from the main list, you'll see:
Agent Ratings & Feedback
A complete list of all customer ratings and comments for that specific agent.
Features:
- All star ratings (1-5 stars) with visual display
- Customer feedback and comments
- Date when each rating was given
- Direct links to open the specific chat conversations
Geographic Insights
Top Countries
See where your users are connecting from around the world.
What you'll see:
- Country flags and names
- Percentage of total sessions from each country
- Progress bars showing relative usage
- Total session counts
How to use it:
- Identify your primary markets
- Track international growth
- Expand to see all countries (not just top 20)
Activity Charts
Agent Activity Timeline
Agent Chat Activity
Visualize when agents are joining chats and when the system requests help.
Two metrics tracked:
- Agent Joins (blue bars): When agents actively start handling conversations
- Agent Requests (green bars): When the system needs agent intervention
Features:
- Hover over bars to see exact numbers
- Choose different time periods (hourly, daily, weekly, monthly)
- Select date ranges for focused analysis
- Widget filter: Filter data by specific chatbot widgets or view all widgets
- Unique per chat toggle: Choose whether to count each chat only once (on the day of its first event) or count all event occurrences. When enabled, each conversation is counted just once on the day it first involved an agent - perfect for tracking unique chat volume. When disabled, every agent interaction within a conversation is counted separately - useful for measuring total agent activity levels.
Example scenarios:- Enabled (Unique per chat): A customer chat that spans 3 days with agent joins on each day counts as 1 event on the first day only
- Disabled (All occurrences): That same 3-day chat with agent joins on each day counts as 3 separate events across the timeline
Usage Analytics
Cost Tracking
AI Usage
Monitor your AI service costs over time.
Shows daily spending on AI features in USD, helping you track and manage expenses.
User Engagement
Event Usage
Track overall user activity and page views.
Shows total interactions and engagement across your platform over time.
Chart features for both:
- Line graphs showing trends
- Total amounts displayed prominently
- Interactive tooltips with exact values
- Date range selection
Data Controls
Time Period Selection
Choose how you want to view your data:
- Hourly: Detailed short-term analysis
- Daily: Standard business view
- Weekly: Trend analysis
- Monthly: High-level overview
Date Ranges
Most sections include date pickers to focus on specific time periods.
Data Source Selection
Tips for Effective Reporting
The Reports page gives you everything you need to understand your chatbot's performance and make informed decisions about your customer service operations.