Overview
The Analytics page is available to all RightAsk accounts, including Free plans. It aggregates data from every conversation your selected agent has had and presents it as metrics, activity breakdowns, a lead funnel, AI insight distributions, and a knowledge base report. You do not need to configure anything to start seeing data — it populates automatically as visitors chat with your agent.
Opening Analytics
Select Agents in the left sidebar.
Select Analytics from the Agents section. The page title reads Analytics.
If you have more than one agent, use the agent selector at the top of the page to switch between agents.
Choosing a time window
Use the time window selector next to the agent selector to change the period shown across all metrics. Three options are available:
Today — current calendar day, broken into hourly buckets in trend charts
Last 7 days — the past seven days (default)
Last 30 days — the past thirty days
Selecting a different window updates all metric cards and charts immediately.
Understanding the metrics
KPI cards
Four summary cards appear at the top of the Analytics page:
Card | What it shows |
Total Conversations | Total number of conversations for the selected agent, with a sub-label showing conversations this week |
Total Messages | Total message count across all conversations, with average messages per chat |
Leads Captured | Conversations where the visitor shared their email address, shown with a capture rate percentage |
Active Contacts | Contacts who have been active, with new contacts added this week |
Activity periods
Below the KPI cards, a secondary strip shows conversation counts broken into three periods:
Label | Period |
Today | Conversations started today |
This Week | Conversations started this week |
This Month | Conversations started this month |
Trend chart
A line chart visualizes conversation volume over the selected time window. For the Today window, data is bucketed by hour. For Last 7 days and Last 30 days, data is bucketed by day.
Lead funnel
The lead funnel shows how visitors progress through your agent:
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 scored "hot" |
Understanding AI insights
RightAsk's AI analyzes every conversation and assigns values across four dimensions. The Analytics page shows how these values are distributed across all conversations for the selected agent and time window.
Field | Possible values | What it means |
Sentiment | Positive, Neutral, Negative | The overall emotional 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 | The primary reason the visitor started the chat |
Buyer Stage | Awareness, Consideration, Decision | Where the visitor appears to be in their purchasing journey |
These breakdowns help you identify patterns. For example, many visitors at the Decision stage with Cold lead scores may indicate your agent’s messaging needs adjustment.
Knowledge base section
The Knowledge Base section of Analytics shows stats about the documents your agent uses to answer questions:
Metric | What it shows |
Documents | Total number of uploaded documents |
Total Size | Combined size of all documents in MB |
Avg Size | Average size per document in MB |
Avg Score | Average AI intelligence score across analyzed documents |
Analyzed Docs | Number of documents fully analyzed |
Processing Docs | Documents currently being processed |
Failed / Unsupported | Documents that could not be processed |
A status donut chart shows the breakdown of document states: Ready, Processing, Error, and Pending.
Knowledge Base Intelligence
Below the knowledge base stats, the Knowledge Base Intelligence section uses AI to assess how well your documents actually answer your visitors' questions. It appears once your agent has had enough conversations to analyse.
Card | What it shows |
Coverage Score | The share of visitor questions your knowledge base can answer, with a breakdown of covered, partial, and uncovered topics — plus examples of questions it could not answer |
Content Gap Analysis | Topics where visitors asked questions your documents do not cover, so you know what content to add next |
Document Effectiveness | Which documents are actually being used to answer questions, and which are going unused |
Exporting analytics
Select the download icon in the top-right header to export the current analytics view as a PDF. The export includes the KPI cards, lead funnel, and trend data for the selected agent.
What happens next
Data shown in Analytics reflects conversations as they happen. There is no need to refresh manually — select the refresh button in the page header if you want to force an immediate update. Lead and contact data from your conversations flows into the Contacts hub automatically.
Troubleshooting
No data is showing on the Analytics page. Confirm that you have selected an agent from the agent selector. Data only appears after the agent has had at least one conversation. If the agent is new, send a test message through your chat widget to generate the first data point.
Charts are empty or show zeros. Check that the selected time window covers the period when conversations occurred. Switch to Last 30 days to see if older data is present. Select the refresh button to reload.
The AI insights section is empty. AI insights are generated asynchronously after a conversation ends. Allow a few minutes after a conversation completes for insights to appear. Insights are not generated for very short conversations.
The export button is disabled. Make sure an agent is selected. The export button becomes active only when an agent is selected and analytics data has loaded.