Analytics and outcomes.

Analytics shows how conversations went over a period. Everyone in the team can open it. The figures are counted from stored conversations, not estimated.

Which conversations count

A conversation counts once the visitor has sent at least one message. A chat opened without a question is shown separately as opened, not counted.

Outcomes

Each counted conversation has exactly one outcome, checked in this order:

1. Request: the visitor sent a viewing, repair or callback request.
2. Person (handed off): the conversation was handed to your team, or arrived by email.
3. Assistant: the assistant answered with at least one cited source, and nobody from the team was needed.
4. Unresolved: none of the above, and the conversation is closed or has been quiet for 30 minutes.
5. Active: none of the above yet, and the conversation is still going.

What counts as handed off

A conversation is handed off when it went to a person: the visitor asked for someone, the assistant could not find an answer and offered a person, the visitor said an answer did not help, or a teammate took it over. Conversations that arrived by email count as handled by a person too. A conversation with a request counts as a request, not as handed off.

First reply time

For conversations that reached the team, the time from the hand-off (or the email arriving) to the first reply from a person. The median and the 90th percentile are shown.

Knowledge gaps

Questions the assistant could not answer are collected under Knowledge, Knowledge gaps. Add FAQs for the common ones.

AI conversations and billing

Analytics counts visitor conversations. The AI conversations that count against your plan, including Ask AI, are on the Usage page. See Usage and your AI allowance.