Analytics
See how people use your agent: how many chats, what they talk about, and how they feel. Open your agent and choose Analytics in the menu.
Chats
Overview numbers and charts. Choose 7 Days, 30 Days, 3 Months or 1 Year at the top, or click Refresh Data.
| Card | What it shows |
|---|---|
| Total Chats | Unique conversations in the period. |
| Total Messages | Messages exchanged. |
| Avg Duration | Average conversation length, in whole minutes. |
| Countries | How many countries visitors came from. |
| Avg Messages / Chat | Total messages divided by total chats. |
| Lead Captures | Leads collected, with the percentage of chats that became a lead. |
- User Feedback: a Positive and Negative chart from visitors' thumbs up and down.
- Top Countries: your top ten countries by number of chats.
- Activity Over Time: chats and messages per day.
- Peak Chat Hours: the busiest hours of the day, shown in your own browser's time.
Conversations
A list of recent conversations (the latest 200). Search by session ID or country, and click any row to read the transcript.
- Columns: Date, Session, Messages, Country and Sentiment (Positive, Neutral or Negative).
- The transcript shows up to 50 messages. If it says the transcript is not available, turn on Chat History in your widget settings.
Topics
What visitors ask about. NexChat detects topics automatically from visitor messages, and you can add your own.
- Cards: Total Topics, Active Topics and Auto-Detected.
- A chart of your top ten topics by how often they come up.
- A table showing each topic, its frequency, its type (AI Detected or Manual) and its status.
- Add Topic creates your own, for example "Pricing Questions". Click the status to switch a topic between Active and Inactive, or use the bin icon to delete it.
Sentiment
How visitors feel about their conversations. Choose 7 Days, 30 Days or 3 Months.
- Positive, Neutral and Negative counts, each with its share of the total.
- Overall Score: positive minus negative, divided by the total, from -100 to +100. Above +20 is shown in green, below -20 in red, and in between in grey.
- Sentiment Distribution and Sentiment Health charts, and Sentiment Trends Over Time once there is enough data.
Chat logs and errors
These live under Activity. See Activity.
Tip: Review Topics and low-sentiment conversations weekly. Add what people ask about most to your knowledge, and your answers will improve.