# Analytics Analytics gives you a workspace-wide view of how your agents perform. Open **Observatory > Analytics** to track engagement, session volume, response times, user feedback, and more across all agents and deployments. The default Helvia Dashboard organizes metrics into eight tabs, each covering a different aspect of agent performance. Custom dashboards tailored to your needs are also available by [contacting support](https://docs.helvia.ai/resources/support).

### The Helvia Dashboard The default Helvia Dashboard organizes metrics into eight tabs. Each tab isolates a different dimension of agent performance so you can jump straight to what you need. For example, there are different tabs that map directly to the four workflow types in Designer: Generic, LiveChat, Surveys, and User feedback. The remaining tabs cover cross-cutting metrics like session summaries and, missed questions. Select any tab in the table below to navigate to its detailed section. | Analytics Tab | What It Tracks | | ----------------------------------------------------------------------------------------- | -------------------------------------------------------------------- | | [**Summary**](#summary) | Engagement rate, session volume, message counts, and user growth | | [**Automated Answers**](#automated-answers) | Trigger frequency for each pre-built response | | [**LiveChat**](#livechat) | Containment rate, missed chats, response times, and session duration | | [**Generic Flows**](#generic-flows) | Interaction distribution across generic workflows | | [**Surveys**](#surveys) | Survey completion, abandonment, and reach | | [**User Feedback**](#user-feedback) | Agent and LiveChat satisfaction scores | | [**Missed Questions**](#missed-questions) | Unanswered question volume, top misses, and daily trends | | [**CSAT**](#csat) | Customer satisfaction scores, per-section breakdowns, and usage | All Analytic tabs share the same date range and agent filters at the top of the page, similar to the rest of the Observatory. The date range picker sets the time window for every chart and table, while the agent filter lets you scope results to specific agents or even a single deployment within an agent. {% columns %} {% column %} #### Date Range

Set a start and end date to define the time window for displayed sessions. The timezone is shown below the picker for reference. {% hint style="warning" %} After selecting your dates, click **Apply** to update the results. {% endhint %} {% endcolumn %} {% column %} #### Agents Filter

Filter by agent or narrow it down to a specific deployment to isolate conversations from a particular channel or environment. {% endcolumn %} {% endcolumns %} #### Reading the Charts Analytics are exposed through charts, plots and tables. The dashboard uses a consistent set of chart types across all tabs, so familiarizing yourself with these once makes navigating any tab faster.

Title	Description	Cover image
Donut Charts	Show ratios and proportions, like engagement rate or missed question percentage. The center displays the key metric	analytics pie chart.png
Time Series	Track trends over your selected date range. Use the toggle icons in the top-right corner to switch between line and bar views	analytics line chart.png
Gauge Charts	Display scores on a scale, like overall CSAT satisfaction. The color gradient indicates performance ranges	analytics gauge chart.png
Data Tables	Rank items by count or score with sortable columns. All tables include a download button for CSV export	analytics table.png

Every chart card includes a fullscreen button to view it in detail, and most charts display a summary table below with key numbers like totals, averages, and min/max values. ### Sharing and Exporting Analytics don't have to stay inside the platform. The **Share** and **Export** buttons let you get data in front of anyone who needs it, whether they have a Helvia account or not.

{% columns %} {% column %} #### Sharing Generate a public URL that gives view-only access to the dashboard. Recipients do not need a Helvia account to open it. You can select which specific sections to include in the shared dashboard. {% endcolumn %} {% column %} #### Exporting Download the full analytics report as a PDF covering all tabs and charts in a single document. The export respects your current filter selection. {% endcolumn %} {% endcolumns %} {% hint style="warning" %} Shared links are publicly accessible to anyone with the URL. Avoid sharing dashboards that contain sensitive data. {% endhint %} ### Scheduled Reports Go to **Observatory > Analytics > Reports** to set up recurring PDF reports that are emailed to any list of recipients. Each report group lets you choose which agents, analytics sections, and recipients to include, so different teams receive only the data relevant to them.

#### Creating a Report Select **Add Report** to open the configuration panel. {% stepper %} {% step %} #### Name your Report Enter a name and an optional description. The name appears in the reports table so keep it recognizable. {% endstep %} {% step %} #### Select the Agents Use the **Agents in this Report** dropdown to pick which agents the report covers. You can include any combination of agents from your Workspace. {% endstep %} {% step %} #### Set the Frequency Check **Weekly**, **Monthly**, or both. When both are selected, two separate reports are delivered at their respective intervals. {% endstep %} {% step %} #### Choose the Content Sections Select which analytics tabs to include in the PDF. Check **All Sections** or select the individual sections that are important for you {% endstep %} {% step %} #### Add Recipients Enter email addresses in the **Recipient Email** field and select **Add**. Separate multiple addresses with commas. Recipients do not need a Helvia account. {% endstep %} {% step %} #### Create your Report Click on **Create Report.** The report is enabled by default. {% endstep %} {% endstepper %} #### Managing Reports All report groups appear in the Reports table with their name, included agents, recipients, frequency, and status. From this table you can: * Toggle the status switch to pause or resume delivery without deleting the report * Select the edit icon to update agents, frequency, sections, or recipients * Select the delete icon to remove a report group {% hint style="info" %} Reports use the same analytics data as the dashboard. If a section has no data for the selected agents and time period, that section will appear empty in the PDF. {% endhint %} *** The rest of the sections below walk through each analytics tab in detail, covering what they track and how to read the data they present. ### Summary This is your starting point for a quick health check across all agents and conversations. The tab answers four questions at a glance: how engaged are your users, how many conversations are happening, how much are users messaging, and is your audience growing.

Title	Description
Engagement	The ratio of interactive to non-interactive sessions. A high rate means users are going beyond the initial greeting
Sessions	Session volume over time. Spot traffic patterns, usage spikes, or drops that correlate with deployments or external events
User Interactions	Total message volume with averages per session and per user. Higher averages may indicate complex conversations
Users	Active, new, and returning user counts. Track audience growth and how often users come back

### Automated Answers {% hint style="warning" %} Automated Answers are only supported for older agent templates. Agents built with modern templates do not use them, so this tab will only contain the "DEFAULT-FALLBACK" entry. {% endhint %} The Automated Answers tab tracks how often each automated answer in your workflows was triggered. Use this to identify which pre-built responses appear most frequently and whether they align with actual user needs. ### LiveChat The LiveChat tab tracks how your support team handles conversations that escalate beyond the AI agent. Some metrics in this tab, such as missed chats and response times, are only available when using the Helvia LiveChat plugin. The key metric here is the containment rate: the percentage of conversations the agent resolved without human help. A rising containment rate means your workflows are improving. The remaining metrics measure how well your LiveChat team handles incoming requests, from how quickly they respond to how many chats go unanswered. | Metric | What It Tells You | | ----------------------- | --------------------------------------------------------------------------------------------------------------------------------- | | **Containment Rate** | Percentage of sessions resolved by the AI agent without escalating to a team member | | **Missed Chats** | Ratio of missed to received LiveChat requests. A high miss rate may indicate staffing gaps or business hours that need adjustment | | **Avg. First Response** | Time from when a user enters the queue to the first reply from a team member | | **Avg. Response** | Average time between consecutive replies during the conversation | | **Session Duration** | Average, shortest, and longest LiveChat session length | ### Generic Flows The Generic Flows tab shows interaction distribution across your *generic* workflows. Use it to understand which entry points and workflows users reach most, helping you prioritize where to invest in improvements. ### Surveys *Survey* workflows collect structured input from users during a conversation. Here you can see how many sessions included a survey, how many users completed it, and how many abandoned it before finishing. Use this to evaluate whether your survey placement and length are working. ### User Feedback Ratings collected through *User Feedback* workflows are aggregated here, split into two categories: one for the overall agent experience and one specifically for LiveChat sessions. This separation helps you understand whether satisfaction issues come from the automated workflows or the human support layer. ### Missed Questions Missed Questions provides a higher-level view of unanswered questions across all your agents. For investigating individual missed questions in context, see [Missed Questions](https://docs.helvia.ai/sessions#missed-questions) in Sessions. The tab shows the proportion of missed to answered questions so you can gauge overall knowledge coverage at a glance. A ranked table lists the top 100 most frequently missed questions, and a trend chart tracks how missed question volume changes day by day. Spikes in the trend may indicate new user needs or workflow changes that introduced gaps. ### CSAT Customer Satisfaction Score (CSAT) measures user satisfaction through opinion scale surveys triggered by the CSAT node in your workflows. The overall score is displayed as a gauge with the aggregate percentage and average rating. If your survey has multiple sections, the tab breaks down scores per section so you can identify which aspects of the experience score well and which need attention. Use the dropdown filters to view a specific section or switch between score percentage and raw ratings over time. The usage chart compares how often the CSAT survey appeared versus how often users actually responded, helping you evaluate whether the survey triggers at the right moment in the conversation. ### Best Practices * **Check your filters first:** The date range and agent filter apply across all tabs. If metrics seem off, verify these are set correctly * **Start with Summary:** Use the Summary tab for a quick health check before diving into specific areas * **Monitor containment rate:** Track how well your agent resolves conversations without escalating to LiveChat. A rising containment rate means your workflows are improving * **Export reports for stakeholders:** Use the PDF export or create reports to share analytics with team members who do not have platform access {% hint style="success" %} You can now track agent performance across all eight analytics tabs, share dashboards with your team, and export reports. {% endhint %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.helvia.ai/observatory/analytics.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.

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Donut Charts

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Time Series

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Gauge Charts

:table:

Data Tables

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Engagement

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Sessions

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User Interactions

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Users