Analytics

Open Analytics for a selected agent. Choose a preset or custom date range, then select Refresh after changing the range.

Days follow the time zone of the device you are using, so a conversation at 11 PM your time counts on that day. Teammates in other time zones can see slightly different daily totals for the same range. The daily chart on the agent Overview uses your device's time zone too. The API groups days in Coordinated Universal Time (UTC), so its daily totals can differ a little from Analytics around midnight.

For a faster daily check, the agent Overview compares the last 7, 30, or 90 days with the immediately preceding period. Return to Analytics for custom dates, geography, exports, and detailed exploration.

Core metrics

• Conversations counts sessions in the selected period.
• Messages counts messages handled in that period.
• Today shows current-day activity.
• Per conversation shows average messages in a conversation.

Improve content

Use Top questions to prioritize content and Unanswered queries to find missing or hard-to-retrieve answers. Test a proposed source change before assuming it fixed the gap.

Use Satisfaction to review visitor ratings and sentiment. Visitors can submit 1 to 5 stars and optional written feedback when ending a chat, or when your agent judges that the visitor got what they needed and is happy or wrapping up. This works in any wording or language. The rating card is not shown while a visitor is frustrated, still waiting for an answer or a teammate, or has just asked something new, and it appears at most once per conversation. Click View breakdown to inspect star distribution and recent customer reviews with feedback comments. A rating is directional feedback, not proof that every fact in the response was correct.

Audience and commerce

Countries and Cities depend on available location signals and can be incomplete. Connected Shopify and WooCommerce agents also show order lookups, product searches, and product clicks.

Export and access

Select Export CSV to download every conversation this agent has, one message per row. The file is not limited to the date range on screen. To choose dates, filters, columns, or a JSON file, use Export conversations in the Inbox instead. Exporting needs a plan that includes CSV export and the Export conversations (conversations.export) permission; View analytics (analytics.view) is required to open the page.

A large export can take a while. Keep the page open until the download finishes. If the connection drops partway, your browser shows the download as failed rather than saving a shorter file, so start the export again.

Analytics can lag behind a live event. Refresh the page before treating an empty recent range as a delivery failure.