Analytics & Monitoring
Track performance and optimize your integrations with detailed analytics
Analytics Dashboard
Monitor your integration's performance, user engagement, and effectiveness through comprehensive analytics.
Key Metrics
Usage Statistics
Total Conversations
Number of conversations initiated with your integration
Messages Exchanged
Total messages sent and received
Active Users
Unique users who have interacted with your integration
Response Time
Average time for your integration to respond
Quality Metrics
User Satisfaction
Based on thumbs up/down feedback and ratings
Resolution Rate
Percentage of queries successfully resolved
Knowledge Base Hit Rate
How often queries find relevant information
Escalation Rate
Percentage of conversations escalated to human support
Conversation Analytics
Popular Topics
View the most common topics and questions users ask:
- Top Keywords: Most frequently mentioned terms
- Category Breakdown: Questions grouped by knowledge base categories
- Trending Topics: Rising topics over time
- Unanswered Questions: Queries that couldn't be resolved
User Journey Analysis
Track how users interact with your integration:
- Entry Points: How users start conversations (widget, trigger buttons, etc.)
- Conversation Length: Average number of messages per conversation
- Drop-off Points: Where users typically end conversations
- Success Paths: Common patterns in successful interactions
Performance Monitoring
Response Quality
Monitor the quality of your integration's responses:
- Relevance Score: How well responses match user queries
- Completeness: Whether responses fully address questions
- Accuracy: Factual correctness of provided information
- Helpfulness: User-rated usefulness of responses
Technical Performance
| Metric | Description | Target |
|---|---|---|
| Response Time | Time to generate responses | < 3 seconds |
| Uptime | Integration availability | > 99.9% |
| Error Rate | Failed requests/responses | < 1% |
| API Usage | Rate of API calls and limits | Within quotas |
User Feedback
Rating System
Users can provide feedback through:
- Thumbs Up/Down: Quick reaction-based feedback
- Star Ratings: 1-5 star rating system for conversations
- Written Feedback: Detailed comments and suggestions
- Follow-up Surveys: Post-conversation satisfaction surveys
Feedback Analysis
- Sentiment Analysis: Overall user sentiment trends
- Common Complaints: Recurring issues or frustrations
- Feature Requests: User suggestions for improvements
- Success Stories: Positive feedback and testimonials
Optimization Insights
Knowledge Base Gaps
Identify areas where your knowledge base needs improvement:
- Missing Information: Topics users ask about but aren't covered
- Outdated Content: Information that may need updating
- Low-performing Articles: Content that rarely satisfies users
- Popular Content: Your most valuable knowledge base items
Best Practices
Monitoring Strategy
- Set Baselines: Establish initial performance benchmarks
- Regular Reviews: Schedule weekly/monthly analytics reviews
- Alert Thresholds: Set up alerts for significant metric changes
- Continuous Improvement: Use insights to iterate and optimize