Guide: read your analytics and improve your agent
Overview, top questions, topic map, conversation analysis, top pages, agent report, email reports: what every analytics page tells you.
The first conversations, you read one by one. Then volume grows, and reading every exchange becomes impossible. The Analytics tab reads all your conversations for you and extracts what matters: what your visitors ask, what blocks them, what your agent earns you. This guide walks through the seven pages, one by one.
Overview
What it is. Your dashboard: conversations, assisted sales, human handovers, satisfaction, as numbers and curves, with the trend against the previous period.
It is composable: add, remove and reorder indicators to build the board that matches your business. And every number is a door: click it to open the list of conversations behind it, satisfaction unfolds rating by rating.
Top Questions
What it is. Every question asked to your agent, grouped by theme automatically, ranked by volume. At a glance: the recurring topics, their frequency, and how the agent handles them.
Filter by period, product or collection to isolate a topic, and click a theme to read the conversations behind it, in your visitors' exact words. It is the most directly actionable page: a frequent, poorly covered theme is your next content to create in the knowledge base.
Topic map
What it is. All your conversation topics in a single picture: each bubble is a topic, its size shows its volume, nearby topics are similar. It is the exploration view: where Top Questions answers "what comes up most?", the map answers "what do people talk about, overall?".
Click a bubble to see the topic's conversations. The map keeps its previous versions: compare with past weeks and watch a topic emerge.
Conversation analysis
What it is. The detail of what the AI understood from each conversation: the visitor's intent, their need, the products discussed, the outcome. The page aggregates these analyses to show you recurring patterns.
Use it when a number in the overview intrigues you and you want the "why" behind it.
Top pages
What it is. The pages of your site conversations start from, ranked by volume. You discover where your visitors need help: a product page generating many questions is a page to enrich, a shipping page triggering conversations deserves clarification.
Agent report
What it is. The performance of those who answer: response times, volumes handled, satisfaction, for the AI as for each team member. It is the support manager's page: it shows where the team excels and where it saturates.
Email reports
What it is. The essentials of your analytics, sent by email at the frequency of your choice, to the recipients of your choice. So management or the team receives the numbers without logging in.
The routine that makes your agent better
Fifteen minutes a week are enough:
- Overview for the trend: did something move?
- Top Questions to spot the frequent theme least well covered.
- Two or three verbatims to understand the real request.
- Fill the gap with the right tool: a source in the knowledge base, a product-targeted snippet, a rule in the guidance.
- The following week, check that the theme receded.
It is the full loop described in the training guide: your analytics find the gaps, your knowledge base fills them.