Headline Metrics
Total Chats
Total number of chat conversations handled by the workspace in the selected period.
Unique Users
Count of distinct users who initiated a chat conversation with your agent.
Avg Turns
Average number of message exchanges per conversation, giving a sense of chat depth and complexity.
Resolution Rate
Percentage of conversations resolved entirely by the AI without requiring a human escalation.
User Satisfaction
Aggregate satisfaction score derived from user sentiment signals across conversations.
Charts
Chat Volume by Day
A stacked bar chart plotting the number of chat conversations for every calendar day in the selected period. Each bar is segmented by outcome type (Contained, Transferred, User-Abandoned, Error), making it easy to see both total volume and the composition of outcomes on any given day. Hover over a segment to inspect its exact count.
Chat Outcomes
A pie chart that breaks down the final disposition of each conversation:
- Contained – the issue was resolved entirely by the AI agent
- Transferred – the conversation was escalated to a human agent
- User-Abandoned – the user left the conversation before it concluded
- Error – the conversation ended due to a system or processing error
Transfer Dispositions
A secondary pie chart that breaks down transferred conversations by the disposition (Freshchat channel) the AI selected when escalating. This helps you understand which channels are receiving the most escalations and whether your disposition descriptions are routing correctly.
Containment Management
The Transfer Dispositions chart is paired with a containment management panel that lets you reclassify disposition outcomes:- Mark as Contained — if a transfer to a particular channel is considered a successful self-service outcome in your workflow, you can mark that disposition as “contained” so it is counted toward your Resolution Rate rather than against it.
- Mark as Transferred — revert a disposition back to its default “transferred” classification.
Real-Time Updates
The Chat Analytics dashboard updates live as new conversations complete. A green pulse indicator in the top-right of the page confirms that live updates are active.- Pause — click the pause button to freeze the view. This is useful when reviewing a specific snapshot without the numbers shifting.
- Resume — click resume to reload with the latest data and re-enable live updates.
Time Range Filtering
Use the date range selector to focus on a specific window:| Preset | Description |
|---|---|
| Today | All conversations since midnight in your workspace timezone |
| Last 7 Days | Rolling seven-day window |
| Last 30 Days | Default view — rolling thirty-day window |
| Custom Range | Pick any start and end date for ad-hoc analysis |
Where to go next
Call Analytics
View the equivalent analytics dashboard for your voice channel.
Chat Escalation
Configure how and when your AI agent escalates to Freshchat.