Reports & Analytics
The Reports section gives you a deeper look at your key metrics with detailed charts and flexible date filtering. While the Dashboard provides a quick overview, Reports lets you zoom into individual metrics for more thorough analysis.
Available Metrics
Reports tracks the following metrics, each with its own dedicated chart:
| Metric | What It Measures |
|---|---|
| Calls Missed | Incoming calls from visitors that no one answered |
| Chat from User | Chat messages initiated by visitors (not your team or AI) |
| Chatbot Conversations | Conversations handled by your AI chatbot |
| Forwarded Phone Calls | Calls that were forwarded to an external phone number |
| Video Calls | Video calls between visitors and your team or AI |
| Audio Calls | Voice-only calls between visitors and your team or AI |
| Unique Users | The number of distinct visitors on your site (each person counted once) |
| Total Chats | The total number of chat conversations across all sources |
| Total Video Calls | The total number of video calls across all types |
Trending Charts
Each metric is displayed as a trending chart that shows how the number has changed over the selected time period. At a glance, you can see whether a metric is going up, going down, or staying steady.
The chart view includes:
- The current value -- The total count for the selected period.
- A trend line -- A visual line showing the metric's movement over time.
- Comparison indicator -- Whether the metric is higher or lower than the previous period.
Look for sudden spikes or drops in your charts. A spike in Calls Missed might mean your team was understaffed during a busy period. A drop in Chatbot Conversations could mean your widget is not loading properly on certain pages.
Date Filters
Use the date filters at the top of the Reports page to control the time window for all metrics:
| Filter | Period |
|---|---|
| 24h | The last 24 hours |
| 7 days | The last 7 days |
| 30 days | The last 30 days |
| 90 days | The last 90 days |
| Custom | Pick any start and end date |
When you change the date filter, all metric charts on the page update to reflect the new time range.
Shorter time ranges (like 24h) show more granular data points so you can see hour-by-hour patterns. Longer ranges (like 90 days) show daily or weekly data points for a higher-level view.
Large Charts for Detailed Analysis
Click on any metric card to expand it into a larger chart view. The expanded view gives you:
- More data points -- See finer detail with more intervals plotted on the chart.
- Hover details -- Move your cursor over any point on the chart to see the exact value for that moment.
- Better visibility -- The larger format makes it easier to spot trends, patterns, and anomalies.
This is especially useful when you need to present data to your team or investigate a specific time period in detail.
Practical Uses for Reports
Track team performance
Use Calls Missed and Chat from User to see how responsive your team is. If missed calls are climbing, you may need to adjust your team schedule or expand your AI's call-handling capabilities.
Measure AI effectiveness
Compare Chatbot Conversations against Chat from User to see what proportion of conversations your AI is handling. If the AI is handling most chats successfully, your team can focus on higher-value tasks.
Monitor growth
Track Unique Users over time to see if your visitor count is growing. Pair this with Total Chats and Total Video Calls to see if engagement is keeping pace with traffic.
Evaluate campaign impact
After launching a marketing campaign, use the custom date filter to compare the campaign period against a baseline period. Look for increases in Unique Users, Total Chats, and other engagement metrics.
A high number of Calls Missed means visitors tried to reach you and could not get through. Every missed call is a potential lost lead. If you see this number climbing, review your team availability settings and consider enabling AI call handling to cover gaps.
How Reports Connect to Other Features
- For a quick overview of key metrics, check the Dashboard.
- For engagement-specific data like peak times and device breakdowns, see the Engagement tab.
- To act on the visitors behind these numbers, head to Live Sessions or Leads.
- To review individual conversations, visit Chats or Calls.