The Analytics page shows how your agent is actually being used.
What's tracked
| Metric | What it tells you |
|---|---|
| Widget loads | How often the widget rendered — your reach |
| Searches | Questions asked |
| AI answers | Answers generated |
| Escalations | Times a visitor was handed to a human |
| Contact escalations | Escalations that went through a contact option |
| Install copies | Times the embed snippet was copied |
Alongside those:
- Top searches — your most common questions, aggregated
- Recent searches — the raw stream, in visitors' own words
- Common knowledge gaps — questions that couldn't be answered well
How to read it
Widget loads high, searches low. Visitors see the launcher and don't click it. Usually positioning or a greeting that doesn't invite a question — see Customizing the widget.
Searches high, escalations high. People are asking and not getting answers. Go straight to knowledge gaps.
Searches high, escalations near zero. Either it's working well, or visitors are giving up silently. Read Recent searches to tell which — the raw phrasings show you whether questions are being answered or abandoned.
Top searches you'd expect to be rare. Often a product problem rather than a docs problem. If "how do I cancel" is your top query, the answer isn't a better article.
Recent searches are the most useful view
Aggregate numbers tell you the shape; the raw list tells you the words. Reading fifty actual visitor questions is the fastest way to learn the vocabulary gap between how you write and how customers ask.
Privacy
Analytics record what was asked, not who asked it, unless you've chosen to identify logged-in users. The widget doesn't set advertising cookies or track visitors across sites.