Analytics

Info

Who can use this feature?

• This feature is available for all users

What is Analytics?

Analytics provides comprehensive insights into your customer conversations, AI assistant performance, sales contribution, and FAQs engagement.

This feature helps you track key metrics to understand how you're supporting customers and what you can improve.

What Analytics provide

Chatty Analytics gives you three main areas of insight:

1. Dashboard overview: Quick performance snapshots right from your dashboard
2. Human agent: Performance metrics for conversations handled by your team
3. AI assistant: Insights into how your AI is handling customer inquiries
4. Sales: Revenue and conversion tracking from customer interactions
5. FAQs: Data on how customers are engaging with your self-serve FAQs

How to use Analytics

Dashboard overview

The dashboard provides a quick overview of your most important metrics

1. In Dashboard, go to Overview to check analytics overview.
2. Analytics overview is shown in the Dashboard:

• Total conversations: All conversations in the selected time range
• Chat-to-sales rate: Percentage of conversations of customers who make orders

You can select a time range to filter your analytics. Or click Reload to refresh the latest data.

Detailed analytics

For more comprehensive data:

1. Go to the Analytics
2. Use the time filter at the top to select your date range
3. Compare current data with the previous periods using the comparison
4. Check trend charts to identify patterns
5. Click Reload to refresh the data

What's in Analytics

Overview tab
Total conversations	Total number of conversations
Resolution rate	Percentage of conversations that were resolved
Chat-to-sales rate	Percentage of conversations that resulted in direct sales
Assisted revenue	Total revenue generated from Chatty interactions
Total sales share contributed by Chatty	Percentage of total store revenue generated from Chatty interactions

Human agent

Measure your team's performance when handling customer conversations

Human agent
Total conversations	New conversations assigned to human agents
New conversations	The number of conversations started in the selected period
Resolved conversations	Conversations resolved by human agents
First response time	Average time for human agents to send the first response
Handling time	Average time human agents take from conversation start to resolution
Resolution time	Average time from assignment to resolution for human-handled conversations

AI Assistant

Show how effectively your AI assistant is handling customer inquiries

AI Assistant
AI involved rate	Percentage of conversations where AI participated
AI resolution rate	Percentage of AI-handled conversations successfully resolved without human intervention
Answer rate	Percentage of customer messages that AI successfully answered
Time saved	Estimated time saved by using AI to handle conversations

Sales

Understand how customer conversations contribute to your store revenue

Sales
Total sales	Revenue generated from both direct and indirect customer interactions with Chatty
Total store revenue share	Percentage of total revenue contributed by Chatty interactions
Total orders	Number of orders from customers who interacted with Chatty
AOV	(Average Order Value) Average order value from Chatty-attributed sales
Conversation rate	Percentage of customers who made a purchase after interacting with Chatty
Customer feedback	The analytics of total "thumb up" and "thumb down" in each AI response

FAQs

Track customer engagement with your self-service content and identify which questions matter most

FAQs
Published FAQs	Total number of published FAQ articles
Total views	How many times your FAQs have been viewed
FAQ views over time	View trends to see when customers are accessing your FAQs
Top viewed FAQs	Your most popular FAQ content