Engagement
The Engagement tab on your Dashboard gives you a detailed view of how visitors are interacting with your communication channels. It goes beyond simple counts to show you when, how, and on what devices your visitors are reaching out.
Channel Engagement Data
This section breaks down engagement across your different communication channels:
- Chat -- How many visitors started or participated in chat conversations.
- Audio calls -- How many voice calls were made.
- Video calls -- How many video calls took place.
- AI conversations -- How many interactions were handled entirely by your AI chatbot or voice agent.
For each channel, you can see volume trends over the selected date range so you know which channels your visitors prefer.
If you notice that most visitors prefer chat over calls, make sure your AI chatbot is well-trained and responsive. If calls are popular, ensure your team has availability set up so visitors do not go unanswered. Check your team settings to manage availability.
Handoff Timeline
The handoff timeline shows you how conversations move between your AI and your human team members. It answers questions like:
- How many conversations start with the AI chatbot and then get transferred to a person?
- How quickly do human agents pick up after a handoff?
- What percentage of conversations are resolved entirely by AI without needing a human?
This helps you understand how well your AI is handling first-contact interactions and where human support is most needed.
Response Reliability
Response reliability measures how consistently your team (and your AI) responds to visitor messages and calls. Key indicators include:
- Average response time -- How long visitors typically wait for a reply.
- Response rate -- What percentage of incoming messages and calls get a response.
- Missed interactions -- How many chats or calls went unanswered.
A high number of missed interactions means visitors are reaching out but not getting a response. This can cost you leads. Review your team's availability schedule and consider expanding your AI's capabilities to cover gaps.
Peak Times
The peak times chart shows you when your visitors are most active throughout the day and week. You will see a heatmap or chart highlighting:
- Busiest hours of the day -- When the most chats and calls happen.
- Busiest days of the week -- Which days see the highest visitor engagement.
Use this information to schedule your team's availability during high-traffic periods and ensure your AI is configured to handle off-hours.
Peak times are calculated from your actual visitor data, so they reflect your specific audience's behaviour. They will shift over time as your traffic patterns change.
Device Breakdown
The device breakdown shows what types of devices your visitors are using:
| Device Type | What It Includes |
|---|---|
| Desktop | Laptops and desktop computers |
| Mobile | Smartphones |
| Tablet | Tablets and similar devices |
Knowing your device mix is important because the visitor experience can differ by device. If a large portion of your visitors are on mobile, make sure your widget looks and works great on smaller screens.
Putting It All Together
The Engagement tab gives you the full picture of how visitors communicate with you. Here is how to use it alongside other Dashboard tabs:
- Compare engagement patterns with Traffic Sources to see if visitors from different channels prefer different communication methods.
- Cross-reference peak times with your Auto Engage trigger schedules to make sure you are reaching out when visitors are most active.
- Use response reliability data alongside Conversions to see if faster response times lead to more conversions.
Related Pages
- Dashboard Overview -- Go back to the main Dashboard view.
- Chats -- Review individual chat conversations.
- Calls -- Review call history and recordings.
- Reports & Analytics -- Dive deeper into specific metrics with larger charts and additional filters.