> ## Documentation Index > Fetch the complete documentation index at: https://docs.chatnorris.ai/llms.txt > Use this file to discover all available pages before exploring further. # Analytics > How to read your agents' conversation, AI performance and human support metrics. # Analytics The **Analytics** section shows how your agents are performing: how many conversations they get, how many the AI resolves on its own, how many go to a person and how long your team takes to reply. * **All agents:** side menu → **Analytics**. * **A single agent:** **My agents → \[your agent] → Analytics**. > [!NOTE] > > Analytics is available from the **Standard** plan. On the Free plan the page appears locked with the message "Analytics is not included in your plan" and a button to see the plans. ![TODO: screenshot of Analytics with the Chats, AI performance and Human support tabs](https://mintcdn.com/chatnorris/_RNPg7jBCB9AE-Bf/images/PLACEHOLDER-analytics-dashboard.png?fit=max\&auto=format\&n=_RNPg7jBCB9AE-Bf\&q=85\&s=6e21ea6426f2c396fea85b11061b0234) ## Top bar At the top of the page you have: * **Tabs:** **Chats**, **AI performance**, **Human support** and **Reviews**. * **Agent** (overview only): **All agents** or a specific one. * **Period:** Last 7, 14, 30 (default), 60 or 90 days. * **Grouping:** **Daily** or **Weekly**, for the charts. Many metrics are compared with the previous period of the same length (for example, the previous 30 days). ## Chats tab ### Volume | Metric | What it measures | | - | - | | **New conversations** | Conversations started in the period, with the previous period's figure. | | **Total messages** | Messages sent and received in the period. | | **Unique visitors** | Distinct visitors who started at least one conversation, and how many conversations each one had on average. | | **New contacts** | Conversations in which a new lead was captured, and what percentage of the total they represent. | Below, the **Conversations** chart compares this period with the previous one and shows the peak and the daily average. ### Distribution * **Channels** — conversations by channel (Web, WhatsApp, Instagram, Telegram, Messenger, Email, Google Reviews, API). * **Conversation status** — how many are **Open**, **Resolved** and **Closed**. * **When they chat the most** — heat map of visitor messages by day of the week and hour (always for the last 90 days). It helps you know when to have more people available to handle handoffs. ### Audience * **Top countries** — where conversations come from. * **Conversation starting pages** — which pages of your site chats are opened on. * **Captured leads** — the period's leads with name, email, phone, channel, agent and date. **View all** takes you to the [Leads](https://docs.chatnorris.ai/en/guias/leads.md) section. ### Agent comparison In the **All agents** view, the Chats tab adds a table with one row per agent: conversations, deflection (percentage resolved without a person), escalations, credits consumed and a trend line. ## AI performance tab ### Autonomous resolution * **Deflection rate** — percentage of conversations the AI resolved without needing a person. * **Response satisfaction** — percentage of replies visitors marked as **Helpful** with the widget's rating buttons, and how many received a rating. ### Escalation to humans * **Escalation rate** — percentage of conversations that went to a person. * **Escalated conversations** — how many there were in the period. * **Main reason** — still under construction. * **AI credit usage** — credits used by the agent's replies and the average per conversation. The **Credits consumed per day** chart includes a projection for the month and the percentage of your plan it represents. For more detail on usage, see [AI models and credits](https://docs.chatnorris.ai/en/guias/modelos-ia-creditos.md#where-to-see-your-credit-usage). ## Human support tab Measures your team's handling of escalated conversations (handoff). Times are counted from when the visitor asks to talk to a person. | Metric | What it measures | | - | - | | **First reply time** | Time until a person sends the first reply after the handoff. | | **Customer wait time** | Time the visitor waits without a reply since asking to talk to a person. | | **First resolution time** | Time until the first time the conversation is marked as resolved. | | **Final resolution time** | Time until the conversation is closed for good. | Each metric shows the median and the p90 (the time that 90 % of cases don't exceed). * **First reply by day** — chart with a target line. In a single agent's view, the target is the first reply time you set in its [Human Handoff](https://docs.chatnorris.ai/en/guias/acciones.md#human-handoff) Action; if there isn't one, 3 minutes is used. * **Load per human agent** — how many handoffs each person on your team handled and their reply time. If no conversation went to a person during the period, the tab says so ("No visitor needed a human") along with the percentage the agent resolved. In a single agent's view, the **Configure handoff** button also appears. ## Reviews tab Shows the Google reviews of the locations connected through the [Google Reviews](https://docs.chatnorris.ai/en/guias/canal-google-reviews.md) channel. | Metric | What it measures | | - | - | | **Reviews received** | New reviews that came in during the period, from all connected locations. | | **Average rating** | Average stars of the period's reviews (the most recent version if the author edited it). | | **Answered** | Reviews from the period that have a reply published on Google, from ChatNorris or from Google. | | **Time to publish** | Median time between the review and the first reply published from ChatNorris. Includes the time your approval takes. | | **Published automatically** | Of the replies published from ChatNorris, how many were published on their own by the channel's rules. | | **To approve** | Reviews from the period still waiting for approval, with a shortcut to Conversations. | Below are **Reviews per day** and **Average rating per day**, the **Star distribution**, the **Sentiment** (positive, neutral or negative), the **Most mentioned topics** and the **By location** table with reviews, rating, answered and to approve for each location. ## Frequently asked questions > [accordion] Do the metrics include all channels? > > Yes. The numbers combine web, WhatsApp, Instagram, Telegram, Messenger, Email, Google Reviews and API. The **Channels** card in the Chats tab shows how many conversations came through each one. > [accordion] Can I see analytics for a single agent? > > Yes. In the overview, choose the agent in the selector in the top bar, or go to **My agents → \[your agent] → Analytics**. > [accordion] Can I export analytics data? > > There's no direct export of analytics. You can export the leads list as CSV from the [Leads](https://docs.chatnorris.ai/en/guias/leads.md) section (Premium plan). > [accordion] I'm on the Free plan, what do I see? > > The Analytics page appears locked. To see it you need the Standard plan or higher. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.