Introducing our dashboard

Explore how Analytics Lab empowers your business with data-driven insights across users, conversations, and customer experience quality.

Analytics Lab is the central area of the platform dedicated to analyzing how your users interact with the Smart Assistant and understanding their overall experience. It provides complete visibility over activity trends, user behavior, and the quality of every interaction, helping you make data-driven decisions that enhance engagement, performance, and satisfaction.

Analytics Lab enables your teams to:

  • Evaluate global and channel-specific performance
  • Identify user behavior trends and engagement levels
  • Improve the conversational experience through data
  • Optimize marketing strategies and communication based on factual insights
  • Learn about user profiles and their other profiles

By combining all these perspectives — users, conversations, and experience quality — Analytics Lab provides a complete 360º view of your digital assistant’s impact on your business.

Analytics Lab is divided into three key sections: User Insights, Conversations, and Experience Quality.

User Insights

In the User Insights section, you can explore all user-related metrics for any selected time period. You’ll find detailed analytics for:

  • Active Users – new, returning, and daily users
  • Users segmented by source, channel, language, and country
  • Profiles created by users, including demographic and physical characteristics such as age, height, weight, and BMI

Each user may create multiple profiles, for example to represent different family members or use cases, giving you a more comprehensive view of your audience and behavior patterns.

These metrics help marketing and product teams identify audience segments, understand user evolution, and measure engagement over time.

Conversations

The Conversations section focuses on the performance of the Smart Assistant and its interactions. You can monitor all conversation-related metrics, including:

  • Volume of conversations from new and returning users
  • Segmentation by source, channel, language, and country
  • Hourly activity maps displaying daily volume trends
  • Feedback rate and satisfaction rate
  • Containment rate, escalation ratios, and fallback rate
  • The most frequent topics and subtopics discussed

These insights help you understand when and how your customers interact, identify behavioral patterns, and optimize your assistant’s performance and availability across channels.

Experience Quality

Within Experience Quality, you can analyze in depth how users interact with your Smart Assistant by reviewing topics and subtopics.

For each one, you can track:

  • Volume of usage
  • Number and distribution of related conversations
  • Average usage ratio
  • Feedback and satisfaction indicators

This section allows you to identify which topics generate the most engagement, where users face challenges, and how to improve the overall conversational experience.

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