Understand Your Analytics Dashboard
In this article
Analytics overview
The Analytics tab gives you insight into how your chatbot is performing & consists of three sections:
- Dashboard: View high-level performance stats and engagement trends
- Conversations: Review past user interactions
- Consider Training: Identify gaps in knowledge and correct chatbot responses
Reading your Dashboard
Use the Dashboard to see high-level performance stats and engagement trends.
Filtering Options
In the upper right corner of the Dashboard, you’ll find filtering tools:
- Live / Sandbox Toggle: Switch between real user data and test environment data
- Date Range: Click Last 30 Days to apply a custom date range
- Bot Selector: Click All Bots to filter stats by a specific chatbot
- Export: Download all metrics currently displayed on the page
Metrics
- Unique Users: The number of individuals who interacted with your chatbot within a given date range
- Total Queries: Total number of questions asked
- Self-Resolution Rate: Number of non-unknown answers that are not downvoted divided by the total queries
- Unknown Answer Rate: The percentage of queries the bot could not answer
Additional Insights
- Top Topics: Displays the most frequently asked questions
- URL Sources: Shows which pages users most often engage the chatbot from
- URL Destinations: Reveals which pages users click through to after receiving a chatbot response
View chatbot conversations
In the Conversations tab, you can:
- View a complete list of chatbot conversations
- See each user’s questions and the bot’s corresponding responses
- Use this section to monitor user sentiment and bot accuracy
💡 This is especially useful for identifying repeated queries or spotting areas where your bot might need improvement.
Train your chatbot
The Consider Training tab highlights:
- Questions your chatbot struggled to answer
- Suggestions for improving the bot’s knowledge base
This article walks through how you can correct answers directly from this view.