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Analytics

What is Analytics?

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

Open Analytics from the main menu. It carries five tabs:

1. Overview — headline numbers for the whole store
2. Human agent — how your team handles conversations
3. AI agent — how your AI handles them
4. Sales — revenue and orders from conversations
5. FAQs — how customers use your self-serve answers

Home also carries a small Overview card with the same headline numbers. The icon on its right opens the full Analytics page.

Set the date range

The bar above every tab controls what all the numbers on that tab cover.

• Pick a range: Today, Yesterday, Last 3 days, Last 7 days, Last 30 days, This month, Last month, or Custom time for your own dates.
• Compare to names the period every trend arrow is measured against. Chatty picks the matching period right before yours — you don't set it.
• Updated tells you how old the figures are. Click Reload to pull them again.

Overview tab

Metric	What it means
Total conversations	Total number of conversations.
Resolution rate	Percentage of conversations that were resolved.
Chat-to-sales rate	Percentage of conversations that generated sales, out of the total number of conversations.
Assisted revenue	Total amount of all orders generated from Chatty's conversations.
Total sales share contributed by Chatty	Percentage of total store sales that were generated from Chatty conversations.

Under the cards sits a chart of conversations over time, then two cards side by side.

Conversations by channels splits your conversations across the channels you have connected, as a donut chart.

CSAT reads the post-chat survey your customers answer.

Metric	What it means
CSAT rate	Percentage of customers who reported being satisfied after a conversation.
Response rate	Percentage of customers who responded to the satisfaction survey.
Average rating	Mean rating across all submitted responses, out of 5.
Ratings	Total number of ratings received in this period.

The card also shows how the ratings split across the five levels, so you can see whether an average is carried by a few very good or very bad scores.

Cross-store summary appears at the top of the tab only when more than one store is connected to your account. It lists Open, Resolved and Unread per store, with a total row, so you can see which store needs attention without switching into it.

Export your KPIs

Export pulls the headline numbers into a spreadsheet, for a board deck or a report of your own.

Human agent tab

Measure your team's performance when handling customer conversations.

Metric	What it means
Total conversations	All conversations involved by human agents in the range.
New conversations	Conversations started by customers and taken over by a human agent in the range.
Resolved conversations	Conversations marked as resolved by a human agent.
First response time	Median time a human agent took to send the first reply.
Handling time	Median time a human agent spent handling a conversation.
Resolution time	Median time a human agent took to resolve a conversation.

Team performance details at the bottom breaks the same range down per person, so you can see who carries the load and who needs help.

Column	What it means
Team member	The agent, or Unassigned for conversations nobody took.
Handled conversations	Conversations this agent took part in.
Resolved conversations	Conversations this agent closed.
Average response time	How fast they reply.
Handling time	How long they spend on a conversation.
Resolution time	How long from picking a conversation up to closing it.
Rating	The score customers gave them in the post-chat survey.

AI agent tab

Show how effectively your AI assistant is handling customer inquiries.

Metric	What it means
AI involvement rate	Percentage of conversations using AI.
AI resolution rate	Percentage of resolved conversations using AI.
Answer rate	Percentage of questions successfully answered by AI.
Time saved	Total time saved by using AI.

Customer feedback counts the thumbs customers gave the AI's replies.

Metric	What it counts
Total response	All AI replies in the range.
Great	Replies rated with a thumbs up.
Good	Replies nobody rated.
Bad	Replies rated with a thumbs down.

Use Go to inbox on that card to read the conversations behind a bad score.

Common intents lists what customers actually ask, with Total question and Success rate per topic. A topic with high volume and a low success rate is the next thing to train — see Train your AI.

Customer intents

Chatty tags each customer message with the intent behind it, from browsing to after purchase.

1. Go to Analytics → Customer intents.

Expected result: The tab shows Share of intents, Messages by phase, and Intent breakdown.

Numbers on this tab start when classification is on. Older messages are not added later.

The same tags appear on customer messages in Inbox. In Contacts, filter by Intent. Spam and out-of-office replies are marked Noise.

Sales tab

Understand how customer conversations contribute to your store revenue. The Sales tab is the Chat-to-Sales dashboard. It carries the revenue KPIs, the funnel, topic attribution and your team's performance.

Learn more in Chat-to-Sales.

FAQs tab

Track customer engagement with your self-service content and identify which questions matter most.

Metric	What it means
Published FAQs	Total number of published FAQ articles.
Total views	Total number of clicks on all questions.
FAQ views over time	View trends, to see when customers reach for your FAQs.
Top viewed FAQs	Your most popular FAQ content.

A view is counted each time a customer clicks to expand an answer — on the FAQs page, in an FAQs block, or inside the chatbox.

To see the count for a single question, go to FAQs and read the number next to it.