Dashboard

The Dashboard gives you a quick and organized view of your organization’s chatbot activity. It brings important conversation metrics, channel performance, chat trends, and user activity into one place.

You can use the Dashboard to understand how many conversations are happening, how the chatbot is performing, which channels and categories are being used, and where users are starting conversations.

The Dashboard displays organization-level chatbot activity across supported channels such as Web, WhatsApp, Teams, and Voice. Use the date range filter in the top-right corner to select the period you want to analyze. All dashboard metrics and charts are updated based on the selected date range.

For example, selecting Aug 22, 2026 – Sep 21, 2026 displays chatbot activity recorded during that period.

Key Metrics

The metric cards at the top of the Dashboard provide a quick summary of chatbot performance.

Total Chat Sessions

What it shows:
The total number of chat sessions created across all supported channels during the selected date range.

Why it is useful:
This helps you understand the overall volume of conversations handled by the chatbot. A chat session represents a complete user interaction with the chatbot rather than an individual message.

Customer Satisfaction

What it shows:
The percentage of chat sessions that received a positive customer satisfaction result. The card also provides supporting information about the number of sessions resolved by AI.

Why it is useful:
This helps you understand how users are responding to the chatbot’s assistance and provides an indication of how successfully conversations are being handled.

Average Response Time

What it shows:
The average amount of time the AI chatbot takes to respond to a user’s message.

Why it is useful:
This helps you monitor chatbot responsiveness. A lower response time generally means users are receiving answers more quickly.

Average Daily Chat Sessions

What it shows:
The average number of chat sessions received per day during the selected date range.

Why it is useful:
This helps you understand the typical daily workload and compare the average level of chatbot activity over different periods.

Chat Activity

The middle section of the Dashboard provides more detail about where conversations are happening and what users are asking about.

Chat Sessions by Categories

What it shows:
This section displays the categories that have received the highest number of user chat sessions.

For each category, you can see:

The category name
The number of chat sessions
A visual indicator showing the relative amount of activity

The Dashboard displays up to five categories in the main view, ordered by the number of chat sessions. The visual indicator represents each category’s share of the total categorized sessions for the selected date range.

Why it is useful:
This helps you identify the topics or areas that users interact with most frequently. For example, if one category has significantly more sessions than others, it indicates that users are frequently asking about that particular topic.

View All:
Select View All to see the complete list of categories and their chat activity.

The detailed category view includes:

Category Name — The name of the category.
Resolved Chat — The number of sessions marked as satisfactory.
Unresolved Chat — The number of sessions marked as unsatisfactory.
Inconclusive Chat — The number of sessions where the outcome could not be clearly classified.
Total Chat — The total number of chat sessions in the category.

You can also select Download to export the category details as an Excel file.

Channel Performance

What it shows:
This section compares chatbot activity across the available channels.

For each channel, the Dashboard displays:

Channel name
Number of chat sessions
Resolution rate

The Dashboard can display channels such as:

Web
WhatsApp
Teams
Voice

All supported channels are shown in the Channel Performance section, including channels with no chat sessions during the selected date range.

Why it is useful:
This helps you understand which channels are being used most and how successfully conversations are being resolved on each channel.

For example, you can compare the number of sessions coming from Web with the number coming from WhatsApp, Teams, or Voice.

Chat Sessions Overview

The Chat Sessions Overview section displays a timeline chart of chatbot activity during the selected date range.

The chart helps you understand how conversation volume changes from day to day.

Chart Information

The chart includes the following session types:

Total Chat Sessions — The total number of chat sessions recorded.
Resolved — Chat sessions marked as satisfactory.
Unresolved — Chat sessions marked as unsatisfactory.
Inconclusive — Chat sessions where the outcome could not be clearly classified.

The horizontal axis represents the dates, while the vertical axis represents the number of chat sessions.

You can hover over a point on the chart to view the values for that day.

Why it is useful:
The chart makes it easier to identify changes in chatbot activity. For example, a sudden increase in sessions on a particular day may indicate higher user demand or increased activity on your website.

If there is no available activity for the selected period, the section displays No Data Available.

Web Pages with Highest Chat Activity

This section shows the web pages where users started the highest number of chatbot sessions.

The Dashboard displays up to five web pages in the main view, ordered by the number of chat sessions.

For each page, the Dashboard displays:

The web page URL or page label
The number of chat sessions started from that page

Why it is useful:
This helps you understand which pages are generating the most chatbot conversations.

For example, if a product page has a high number of chat sessions, users may frequently need assistance while viewing that page.

View All:
Select View All to see additional web pages and their chat activity.

The detailed view also shows the share of chat activity for each page. You can select Download to export the web page data as an Excel file.

Locations with Highest Chat Activity

This section shows the locations associated with the highest number of chatbot sessions.

The Dashboard displays up to five locations in the main view, ordered by the number of chat sessions.

For each location, the Dashboard displays:

The location name
The number of chat sessions

Why it is useful:
This helps you understand where your chatbot users are located and which regions generate the most conversation activity.

This information can be useful when analyzing user behavior across different cities, states, or countries.

View All:
Select View All to see additional locations and their chat activity.

You can also select Download to export the location data as an Excel file.

Date Range

The date range filter controls the data displayed throughout the Dashboard.

All metrics, charts, category data, channel performance, web pages, and locations are updated based on the selected date range.

The Dashboard uses the last 30 calendar days through today as the default date range.

Change the Date Range

Select the date range control in the top-right corner.
Select a start date.
Select an end date.
Apply the selected range.

Future dates cannot be selected.

Unlike Conversations Reports, the Dashboard does not enforce a maximum date range. You can select any valid past date range available in the date picker.

Why it is useful:
Changing the date range lets you compare chatbot activity across different periods and focus on the timeframe that matters to you.

Organization Overview

An Organization Overview banner may appear below the greeting at the top of the Dashboard.

It provides a shared view of conversations across Web, WhatsApp, Teams, and Voice.

You can select the X or Dismiss message control to hide the banner for the current browser session.

Understanding Resolution and Satisfaction

The Dashboard uses several terms to describe conversation outcomes.

Resolved — Sessions marked as satisfactory.
Unresolved — Sessions marked as unsatisfactory.
Inconclusive — Sessions where the outcome could not be clearly classified.
Customer Satisfaction — The overall satisfaction percentage for the organization during the selected date range.
Resolution Rate — The percentage of sessions resolved for an individual channel.

Customer Satisfaction provides an organization-level view, while Resolution Rate is shown separately for each channel.

Export Dashboard Data

Some Dashboard sections allow you to download detailed information.

You can export data from:

Chat Sessions by Categories
Web Pages with Highest Chat Activity
Locations with Highest Chat Activity

Select View All in the relevant section and then select Download.

The downloaded data is provided as an Excel (.xlsx) file.

No Data Available

Some Dashboard sections may display No Data Available when there is no data for the selected date range.

If you see no data:

Check the selected date range.
Try selecting a wider date range.
Confirm that your chatbot channels are active and receiving conversations.

A section may also display a loading indicator while its data is being loaded.

Review Dashboard Data

A typical way to use the Dashboard is:

Open Dashboard.
Select the date range you want to review.
Review Total Chat Sessions, Customer Satisfaction, and Average Response Time.
Check Channel Performance to understand activity across channels.
Review Chat Sessions by Categories to understand the topics users interact with most frequently.
Use Chat Sessions Overview to identify daily changes in chatbot activity.
Review Web Pages with Highest Chat Activity and Locations with Highest Chat Activity for additional context.
Use Monitor → Conversations when you need to review individual chat sessions.
Use Monitor → Reports when you need a written summary of conversations for a selected period.