Analytics Pro
Analytics Pro answers three questions: Is my chatbot helping people? What did it fail to answer? What is it costing me?
Open it from Analytics Pro in the left-hand menu. At the top of every tab you can pick one chatbot (or All chatbots) and a time range: last 7, 30 or 90 days.
Overview tab
The overview shows five numbers for the period you chose:
| Number | What it means |
|---|---|
| Conversations | How many separate chats visitors started. |
| AI answers | How many replies the chatbot gave. |
| Answered from your knowledge | The share of replies where the chatbot found the answer in your knowledge base instead of guessing. Higher is better. |
| Rated helpful | Of the replies visitors rated with a thumbs up or down, the share rated helpful. The number in brackets is how many ratings there were. |
| Human handoff requests | How many times a visitor asked to talk to a person. |
Below the numbers, a bar chart shows AI answers per day. The orange part of each bar is the share of that day's answers where the chatbot could not answer. Hover over a bar to see the exact figures.
The answer rate only counts replies recorded after the plugin was installed. If you see a note such as "Answer rate counts only replies recorded since this plugin's tracking began", older replies are simply not included. Your other numbers are unaffected.
Unanswered tab
This is the most useful page. It lists the questions your chatbot could not answer, how many times each was asked, and when it was last asked.
To fix a gap:
- Click Add answer next to the question.
- Type the answer you want the chatbot to give (up to 5,000 characters).
- Click Save answer.
The answer is saved as verified Q&A knowledge for the chatbot that was asked, and the question disappears from the list. Next time a visitor asks, the chatbot uses your answer.
Cost & settings tab
Token use by model lists every AI model your chatbot used, with the number of answers and the tokens (the units AI providers charge by) it consumed.
To see an estimated cost, type your AI provider's price per million tokens for input and output in the two price boxes, then click Save. Prices are stored on your account and are not looked up automatically, so update them if your provider changes its pricing. The cost column stays blank until both prices are entered for a model.
Below the table, tick Email me a weekly report (Mondays) with unanswered questions to receive a short summary every Monday morning. It covers the last 7 days: conversations, AI answers, answer rate, helpful rating, and your five most common unanswered questions.
A quick routine: open the Unanswered tab once a week, add answers for the top five questions, and watch your "Answered from your knowledge" number climb.