AI Chat and Usage Analytics

The AI reports answer the questions a manager asks about an assistant: How many people use it? Does it solve their problem? Do they like the answers? What details did it collect? And what does it cost? Use them to decide where an assistant needs better instructions or knowledge, and to plan your AI budget.

Menu	Artificial Intelligence > Reports
Permission	View AI Chat Analytics (Export AI Chat Analytics to download CSV files)
Feature	AI Chat Session Analytics

Can't find it?

What you see depends on your role. If the menu, a button or a setting on this page is missing, ask your administrator to give you the permission listed above or to turn on the feature. Only administrators can turn features on and change site settings.

Report	What it shows
AI Chat Session Analytics	How chats with your assistants go: volume, resolution, timing, ratings and token use.
AI Chat Extracted Data	The details an assistant collected in each chat, one row per chat.
AI Chat Conversion Goals	How each chat scored against the assistant's goals.
AI Usage Analytics	Tokens used by every AI request, and the minutes of automated AI phone calls.

Collect the data

The reports only contain what was collected, and only from the moment collection was turned on.

• For the chat reports, open each chat profile under Artificial Intelligence > Profiles, go to the Data Processing & Metrics tab and tick Enable session metrics. Tick Enable AI resolution detection to have the AI judge whether each chat solved the problem, and Enable conversion metrics to score chats against goals. Data extraction and conversion goals are set on the same tab; see AI profiles.
• For the usage report, an administrator ticks Enable AI usage tracking in the General section of Settings > Artificial Intelligence. While it is off, the report shows a warning.

When session metrics are on, every answer in the chat gets Thumbs up and Thumbs down buttons, and people's ratings feed the User Feedback section.

A chat counts as finished when it ends naturally or when nobody writes for the profile's Session inactivity timeout. Resolution, conversion and extracted data appear only after a chat has finished and been analyzed, which can take a few minutes.

AI Chat Session Analytics

1. Open Artificial Intelligence > Reports > AI Chat Session Analytics.
2. Choose the dates in From and To, and optionally one profile (or Any profile).
3. Click Show.

To download the chats behind the report, click Export as CSV.

Conversation & Usage

Figure	What it means
Total Sessions	Chats started in the period.
Unique Visitors	Different people who chatted, by user account or visitor.
Containment Rate	Share of chats the assistant handled without a person stepping in. Higher is better.
Abandonment Rate	Share of chats where the person left without a resolution. A high rate can mean unhelpful answers.
Avg Session Duration	Average time from the first to the last message.
Avg Messages/Session	Average number of messages, from both sides, per chat.
Returning User Rate	Share of people who came back for another chat.
Avg Steps to Resolve	Average number of messages needed in resolved chats. Fewer is faster.
Resolved Sessions / Abandoned Sessions / Active Sessions	Chats that ended resolved, ended by inactivity without a resolution, or are still going.

Usage by Time of Day and Usage by Day of Week

When people chat, by hour and by weekday. Use them to see peak times, for example to have staff ready when a live hand-off is likely.

User Segmentation

How many chats came from signed-in users (Authenticated Sessions, Unique Logged-in Users) and from anonymous visitors (Anonymous Sessions, Unique Anonymous Visitors).

Model & System Performance

Figure	What it means
Avg Response Latency	How long the AI takes to write an answer, in milliseconds.
Total Tokens Used	All tokens used: Input Tokens (what was sent to the AI, including instructions and history) plus Output Tokens (what the AI wrote). Tokens are what AI providers charge for.
Avg Tokens/Session, Avg Input Tokens/Session, Avg Output Tokens/Session	Tokens per chat. Useful to estimate the cost of one conversation. High input tokens can mean long instructions or long histories.

Some AI services do not report tokens for every answer, so these figures can be lower than your bill.

Resolution & Conversion

Figure	What it means
Resolution Rate	Share of finished chats that the AI judged as solved, from the conversation itself. Needs Enable AI resolution detection.
Resolved / Unresolved	The number of chats judged solved or not. Read some unresolved chats to find gaps in the assistant's knowledge.
Avg Conversion Score	The average score against your conversion goals, as a share of the best possible score. Needs Enable conversion metrics.
Evaluated Sessions	Chats that were scored.
High Performing / Low Performing	Share of scored chats at 70% or more, and below 30%.

User Feedback

Figure	What it means
Positive Ratings / Negative Ratings	Chats rated thumbs up or thumbs down. A person rates the whole chat; their latest rating counts.
Satisfaction Rate	Share of rated chats with a thumbs up.
Feedback Rate	Share of chats that were rated at all.

AI Chat Extracted Data

Lists the details an assistant collected with data extraction, such as names, emails and products of interest, one row per chat.

1. Open Artificial Intelligence > Reports > AI Chat Extracted Data.
2. Pick the AI Profile (required), and optionally From and To.
3. Click Show. The table has Session date, Session ID and one column per extracted detail.
4. Click Export as CSV to download it, for example to import leads into another system.

AI Chat Conversion Goals

Shows how each finished chat scored against the profile's conversion goals.

1. Open Artificial Intelligence > Reports > AI Chat Conversion Goals.
2. Pick the AI Profile (required), and optionally From and To.
3. Click Show. The table has Session date, Session ID, Total points and one column per goal.
4. Click Export as CSV to download it.

AI Usage Analytics

Shows what AI used across the whole site: every completion from chats and chat interactions, and the automated AI phone calls.

1. Open Artificial Intelligence > Reports > AI Usage Analytics.
2. Choose From, To, and optionally an AI profile.
3. Choose how to group the figures:
   • Group completions by: User and model, Model, Deployment, AI profile or Connection.
   • Group voice calls by: Deployment (model), AI profile, Campaign, Channel, Engine or Day.
4. Click Show.

The top tiles show Provider calls, Chat sessions, Chat interactions and Total tokens. The table shows, per group, the Calls, Sessions, Interactions, Input, Output and total Tokens, and the Avg latency.

The Voice section covers automated AI phone calls:

Figure	What it means
Calls	Automated calls in the period.
AI minutes	Minutes the caller heard the assistant speak.
Caller minutes	Minutes the caller spoke, on calls where this can be measured.
Silence minutes	Minutes nobody spoke, on the same calls.
Average call	The average length of the assistant's part of a call.
Handoff rate	Share of calls handed to a live agent.
Barge-ins per call	How often callers talked over the assistant and it stopped to listen.

Some figures cannot be measured on every kind of call and are left out rather than counted as zero. How each figure is measured is explained in the Technical Manual. For the automated calls themselves, see Automated AI SMS and Voice.