Understanding Your Analytics
HelpFaster analytics help you understand what your customers are asking, how well the AI is performing, and where your knowledge base needs improvement.
Accessing Analytics
Open your chatbot in the dashboard and click the Analytics tab. The default view shows data for the last 30 days. Use the date picker to adjust the range.
Key Metrics
The analytics overview displays several core metrics:
- Total conversations — The number of chat sessions started during the selected period.
- Messages sent — Total messages exchanged (both visitor and bot messages).
- Resolution rate — Percentage of conversations where the visitor's question was answered without escalation.
- Average messages per conversation — Indicates how many exchanges it takes to resolve a question. Lower is generally better.
- Escalation rate — Percentage of conversations that were handed off to a human agent.
Each metric includes a trend indicator comparing the current period to the previous one, so you can see whether performance is improving.
Topic Clustering
HelpFaster automatically groups conversations by topic. The Topics section shows the most common subjects your customers ask about, ranked by frequency. Each topic includes:
- The number of conversations in that cluster.
- Average resolution rate for that topic.
- Example questions from real conversations.
Use this data to prioritize which knowledge base articles to improve or create. If a high-frequency topic has a low resolution rate, it is a strong signal that your content needs work.
Knowledge Gaps
The Gaps tab surfaces questions that the AI could not answer confidently. These are conversations where the bot indicated low confidence or where the visitor rephrased their question multiple times. Reviewing gaps regularly is the fastest way to improve your bot's accuracy.
For each gap, you will see the original question, the bot's response (if any), and a button to create a new knowledge base source directly from the gap.
Exporting Data
On Growth plans and above, you can export analytics data as CSV. Click Export in the top-right corner of the analytics page and choose what to include:
- Conversation logs (with timestamps and messages).
- Topic summary with counts and resolution rates.
- Lead data captured during the period.
Exports are generated in the background and a download link is sent to your email when ready.
Using Analytics to Improve
A practical weekly routine:
- Check the resolution rate trend. If it is dropping, review the Gaps tab.
- Look at the top five topics. Make sure each one has strong knowledge base coverage.
- Review escalated conversations. Add content for any recurring escalation triggers.
- Track lead capture volume if you rely on the bot for lead generation.
Consistent review turns your AI agent from good to excellent over time.