Guides
Analytics
The Analytics page (at /analytics) gives you a live picture of your support workload and your website's visitors. It has two parts: a conversation overview that summarizes today's inbox activity, and visitor analytics that show who is on your website right now and where they're coming from. This guide explains every metric so you know exactly what each number means.
Sections#
- Who can see analytics
- Conversation overview
- Visitor analytics
- The time-range selector
- Visitor stat cards
- Active visitors list
- Activity over time
- Top channels, pages, and referrers
- Where the live data comes from
- Related
Who can see analytics#
All roles — OWNER, ADMIN, AGENT, and VIEWER — can view analytics. See Team & roles for the full permission breakdown.
Conversation overview#
At the top of the page, the conversation overview summarizes today's inbox at a glance:
- Open — the number of conversations currently in the open state.
- Pending — the number of conversations currently pending.
- Resolved today — how many conversations were resolved today. This card also shows a last-30-days total so you can compare today against the recent trend.
- New today — how many new conversations came in today, along with the percentage change versus yesterday, so you can see whether volume is rising or falling.
Visitor analytics#
The visitor section shows real-time and recent activity from people browsing your website. It's built from your website chat widget's visitor tracking, so it reflects live traffic rather than historical conversation data.
The time-range selector#
A range selector lets you choose the window the visitor metrics are calculated over:
- 1h — the last hour
- 6h — the last six hours
- 12h — the last twelve hours
- 24h — the last day
Changing the range updates the stat cards and the activity chart so they all reflect the same window.
Visitor stat cards#
- Active now — a live count of visitors currently on your site.
- Peak traffic — the highest number of simultaneous visitors seen in the selected range.
- Average active over range — the average number of active visitors across the selected window.
- Total unique visitors — how many distinct visitors you had over the selected range.
Active visitors list#
Below the stat cards, the active visitors list shows each visitor currently on your site with:
- IP — the visitor's IP address.
- Channel — which channel/source they're associated with.
- Current URL — the page they're looking at right now.
- Time on site — how long they've been browsing.
- Conversation link — if the visitor already has a conversation, a click-through takes you straight to it in your inbox.
This is handy for spotting someone who's lingering on your pricing or checkout page — you can see if they've started a conversation and jump in.
Activity over time#
The activity-over-time bar chart shows the peak number of visitors per time bucket across your selected window. Each bar represents a slice of time, and hovering over a bar shows a tooltip with the time and the visitor count. The chart respects the selected time window and shows timestamps, so the buckets line up with whichever range (1h / 6h / 12h / 24h) you've chosen.
Use it to find your busy periods — if traffic peaks at a particular time of day, that's when you'll want agents online.
Top channels, pages, and referrers#
Three ranked lists round out the visitor analytics, each showing the top 5 with visitor counts:
- Top Channels — which channels are bringing in the most visitors.
- Top Pages — the most-visited pages on your site.
- Top Referrers — where your visitors are coming from before they land on your site.
Where the live data comes from#
All of the live visitor data — Active now, the active visitors list, the activity chart, and the top lists — comes from your website chat widget. If you haven't added the widget to your site yet, the visitor analytics won't have anything to show. The conversation overview, by contrast, reflects conversations across all of your channels.