Overview
Analytics is per-agent. Each agent has its own Analytics tab covering only its own conversations, so to compare agents you switch between them.
Some of it is available on every plan and some is part of Pro. This article covers both, and says which is which.
How to open Analytics
Select Agents in the left sidebar, under External Agents.
Select the agent whose performance you want to review.
Select the Analytics tab.
If you have more than one agent, use the agent selector beside the tabs to switch.
What every plan includes
Two sections sit at the top of the page on all plans.
Recent Conversations lists the latest five chats this agent has had, so you can jump straight into any of them.
Sentiment & Lead Funnel shows the emotional tone of your conversations alongside how visitors progressed from opening the chat to becoming a lead.
Understanding sentiment and the lead funnel
RightAsk’s AI reads every conversation and assigns values across four dimensions.
Field | Possible values | What it means |
Sentiment | Positive, Neutral, Negative | The overall tone of the visitor’s messages |
Lead Score | Hot, Warm, Cold | How likely the visitor is to convert, based on their questions and engagement |
Intent | Sales, Support, Information, Other | Why the visitor started the chat |
Buyer Stage | Awareness, Consideration, Decision | Where they appear to be in their purchasing journey |
The lead funnel counts how many visitors reached each stage:
Stage | What it counts |
Visitors | Unique visitors who opened the chat |
Conversations | Visitors who started a conversation |
Leads | Conversations where the visitor shared their email |
Hot Leads | Leads the AI scored “hot” |
These breakdowns help you spot patterns. Many visitors at the Decision stage with Cold lead scores, for example, suggests your agent’s messaging needs adjusting.
What Pro adds
On the Free plan, the rest of the page is replaced by Deep Analytics on Pro, which reads “Trends over time, knowledge-base intelligence, and PDF export are part of the Pro plan. Your current plan covers the basics.” Select Upgrade to Pro to change plan.
On Pro, you also get everything below.
Choosing a time window
Use the time window selector beside the agent selector to change the period all the Pro metrics cover:
Today, broken into hourly buckets in the trend chart
Last 7 days, the default
Last 30 days
Your key numbers
Four cards sit at the top:
Card | What it shows |
Conversations | Total conversations, with conversations this week beneath |
Total Messages | Message count across all conversations, with the average per chat |
Leads Captured | Conversations where the visitor shared their email, with a capture rate |
Active Contacts | Contacts who have been active, with new contacts this week |
Below them, a second row splits conversation counts into Today, This Week, and This Month.
A line chart then plots conversation volume across your chosen time window.
Knowledge Base
Stats about the documents this agent answers from: how many there are, their combined and average size, how many have been analysed, how many are still processing, and how many failed. A chart breaks documents down by state. If the agent has no documents, it reads Knowledge Base Is Empty.
Knowledge Base Intelligence
Three cards assessing how well your documents actually answer what visitors ask:
Card | What it tells you |
Coverage Score | The share of visitor questions your documents can answer, split into covered, partial, and uncovered, with examples it could not answer |
Content Gap Analysis | Topics visitors asked about that your documents do not cover, so you know what to write next |
Document Effectiveness | Which documents are being used to answer questions, and which are going unused |
This appears once the agent has had enough conversations to analyze.
Assistant Impact
Shows the assistant suggestions you approved and dismissed for this agent. If you have not used the assistant yet, it reads No Assistant Activity Yet. See Meet Your In-App Assistant.
Recent Campaign Performance
How your recent email campaigns performed. See Using Your Mail Inbox for how campaigns are created.
Exporting to PDF
Select the download control in the page header to export the current view as a PDF.
What happens next
Analytics fills in on its own as visitors chat. Leads and contacts captured through conversations flow into Contacts automatically.
Troubleshooting
Most of the page says “Deep Analytics on Pro”. Trends, knowledge-base intelligence, and PDF export are Pro features. Recent Conversations and Sentiment & Lead Funnel are available on your plan and stay at the top of the page.
No data is showing. Check which agent you are looking at, since its name appears beside the tabs. Data only appears after that agent has had at least one conversation. For a brand-new agent, send a test message through your chat widget to create the first data point.
The numbers look lower than I expected. Analytics covers one agent at a time. For account-wide figures, open Overview.
Charts are empty or show zeros. Check that your time window covers the period when the conversations happened. Switch to Last 30 days to see whether older data exists.
Sentiment and insights are missing. Insights are generated after a conversation ends, so allow a few minutes. Very short conversations do not produce them.
The export control is unavailable. PDF export is a Pro feature, and it needs an agent selected with analytics data loaded.