Analytics shows how your help center is doing: how many conversations come in, how many the AI handles on its own, and which articles people read.
To open it, click the Analytics icon in the left menu of your dashboard. Analytics has two tabs: Overview and Articles.
Overview
The Overview tab shows six charts. Each one compares the period you picked with the period just before it, so you can see whether things are going up or down.
New conversations | Conversations created in the selected period across all channels. Spam is not counted. |
Conversations replied to | Conversations that got at least one reply, from the AI or from your team. |
Conversations closed | Conversations from this period that are now closed. |
AI handled | Conversations the AI solved on its own: no reply from your team, no escalation, and not marked unhelpful by the customer. |
Unique visits | Visitors to your knowledge base in the period, counted once per browser session. |
Conversations by channel | New conversations split by channel (for example email and knowledge base), with the share the AI handled shaded in each bar. |
Note
To change the period, use the date picker in the top right corner. Hover over the i icon next to a chart's name to see what it counts.
Articles
The Articles tab lists your help articles with these numbers for each one:
Likes: how many readers found it helpful.
Dislikes: how many readers didn't find it helpful.
AI usage: how many times the AI used the article to answer a customer.
Published on: when the article was last published.
Find questions the AI couldn't answer
Analytics no longer has a Searches or Widget section. To find questions your help center doesn't answer yet, use the Actions page in the left menu. Learn more in What are Actions?
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