Analytics

Analytics for chat performance of your store

Who can use this feature?

• This feature is available for all users

What is Analytics?

Analytics provides comprehensive insights into your customer conversations, AI assistant performance, and FAQs engagement.

This feature helps you track key metrics to understand how you're supporting customers and what you can improve.

What Analytics provide

Chatty Analytics gives you three main areas of insight:

1. Dashboard overview: Quick performance snapshots right from your dashboard

2. Conversation analytics: Detailed metrics about all your customer conversations

3. AI assistant analytics: Insights into how your AI is handling customer inquiries

4. FAQs analytics: Data on how customers are engaging with your self-serve FAQs

How to use Analytics

Dashboard overview

The dashboard provides a quick overview of your most important metrics

1. In Dashboard, go to Overview to check analytics overview.

2. Analytics overview is shown in the Dashboard:

• Total conversations: All conversations in the selected time range

• Resolution rate: Percentage of conversations that were marked as resolved

You can select time range to filter your analytics. Or click Reload to refresh the latest data.

Detailed analytics

For more comprehensive data:

1. Go to the Analytics tab in your Chatty dashboard

2. Use the time filter at the top to select your date range:

   • Last 7 days (default)

   • Custom date range

3. Compare current data with previous periods using the comparison feature

4. Click Reload to refresh the data

Conversation Analytics

The Conversation analytics tab provides detailed metrics about all customer interactions:

• Total conversations: The number of conversations during the selected period

• New conversations: The number of conversations started in the selected period

• Resolved conversations: The number of conversations marked as resolved

• Average response time: How quickly your team responds to customer inquiries: average first response time for the 75% fastest-replied conversations

AI Assistant Analytics

The AI assistant tab shows how effectively your AI is handling customer inquiries:

• AI involved rate: Percentage of conversations where AI participated

• AI resolution rate: Percentage of AI-handled conversations resolved without human intervention

• Answer rate: Percentage of customer messages that AI successfully answered

• Time saved: Estimated time saved by using AI to handle conversations

FAQs Analytics

The FAQs tab helps you understand how customers are using your self-service content:

• Published FAQs: Total number of published FAQ articles

• Total views: How many times your FAQs have been viewed

• FAQ views over time: View trends to see when customers are accessing your FAQs

• Top viewed FAQs: Your most popular FAQ content