> ## Documentation Index
> Fetch the complete documentation index at: https://docs.theomnibot.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Analytics: Monitor Your Chatbot and Team Performance
> Track contact growth, bot performance, human agent response times, conversation distribution, and contact sources in ChatbotX's Analytics reporting hub.
**Analytics** is ChatbotX's reporting hub where you can monitor chatbot activity and team performance in real time. From a single page, you can see which channels perform best, which team members reply the fastest, and whether your Bot is handling conversations effectively or whether your Flows need improvement. This article walks you through every section of the Analytics page so you know exactly what to look at and why it matters.
## Overview Metrics
At the top of the Analytics page, you will find the list of integrated channels and three core performance metrics.
### Integrated Channels (Inboxes)
The top section lists all active messaging channels in your Workspace — for example, Telegram, Zalo, WhatsApp, Webchat, and Messenger — along with:
* **Channel Name and Type** — the platform logo and inbox name
* **Test Now button** — lets you quickly test sending and receiving on that specific channel
* **+ Create Inbox button** — lets you add and integrate a new messaging channel directly from the Analytics dashboard
### Core Metrics
| Metric | What it measures |
| ------------------- | --------------------------------------------------------------------------------------------------------------------- |
| **Total Contacts** | The total number of contacts in your system. The green percentage below shows growth compared to the previous period. |
| **New Contacts** | Contacts added during the selected date range. Reflects how effectively you are attracting new customers. |
| **Active Contacts** | Contacts that had at least one interaction during the selected period. Shows how active your database actually is. |
## Filters and Date Range
Before reading any number, set the correct date range for the data you need. Click the calendar icon in the top-right corner to choose:
| Option | Range covered |
| ---------------- | -------------------------------------------- |
| **Today** | Current day only |
| **Yesterday** | Previous day only |
| **Last 7 days** | Rolling 7-day window (default) |
| **Last 30 days** | Rolling 30-day window |
| **This Month** | Current calendar month |
| **Last Month** | Previous calendar month |
| **Lifetime** | Full history since the workspace was created |
| **Custom Range** | Choose your own start and end date |
Analytics defaults to **Last 7 days**. Switch to **Last 30 days** when you want a clearer view of trends rather than day-to-day fluctuations.
## Contact Growth Charts
Directly below the overview metrics, two line charts show how your contact base is changing over time:
| Chart | What it shows |
| ------------------ | ------------------------------------------------------------------------------------------------------------------- |
| **Total Contacts** | The running cumulative total of contacts over time. This line can only stay flat or increase. |
| **New Contacts** | New contacts added per day. Makes it easy to see how well your ads or Entry Point Links are bringing in new people. |
**How to read these charts:**
* **A sudden spike** — usually comes from a Broadcast or an ad campaign that ran on that day.
* **Steady weekly growth** — your Bot and Trigger configuration are working well.
* **A long flat line** — no new traffic is arriving. Review your Entry Points or run a new campaign.
## Response Performance
### Response Time Charts
| Chart | What it measures |
| ----------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Average response time (Minutes)** | A line chart comparing **First response time** (how long until the first Bot or human reply) against **Response time** (average reply time across the full conversation) |
| **Average first response time by humans** | A pie chart showing each team member's share of first response time |
| **Average response time by humans** | Similar to the above, but measures overall average reply time instead of only the first reply |
| **Average duration of a conversation** | The average length of a conversation from the first message to the last message |
A long response time is not automatically a problem. Detailed consultations naturally run longer. Compare response time data against actual conversions before drawing conclusions.
## Human Agents Table
The **Human Agents** table lists each team member's individual performance during the selected period:
| Column | Meaning |
| -------------------------- | ----------------------------------------------- |
| **Name** | Team member or admin name |
| **Messages Sent** | Total messages sent by that person |
| **Contacts** | Number of unique contacts they handled |
| **Assigned Conversations** | Number of conversations assigned to that person |
Use this table to evaluate individual productivity and to rebalance assignments if one person is overloaded while another has capacity.
## Bot Performance
This section contains 4 charts for a comprehensive view of your Bot's activity and its interaction with human agents.
### Blocked Contacts
A line chart that tracks how many contacts blocked the Bot over time. If this number spikes after a campaign, the Broadcast content may be frustrating customers.
### Messages Received by the Bot
A bar chart split into two categories:
| Bar color | Category | Meaning |
| ---------- | ------------ | ----------------------------------------------------------------- |
| Light blue | **Success** | Messages the Bot understood and answered with a Flow |
| Dark blue | **Fallback** | Messages the Bot did not understand, triggering the fallback Flow |
If your **Fallback** rate exceeds 30% of total received messages, review your Keywords and AI Training. Your Bot is missing too many customer requests and needs additional training.
### Messages Sent by Source
A pie chart dividing all sent messages by source channel — Messenger Bot, Webchat Bot, Telegram Bot, TikTok Bot, and others. It shows which channel the Bot is handling most. An ideal automation ratio is approximately 70–80% Bot, leaving the remaining share for human support.
### Bot/Human Handoff
A daily bar chart split into:
| Bar color | Category | Meaning |
| ---------- | --------- | ------------------------------------------------------------------- |
| Light blue | **Bot** | How many times a team member handed a conversation back to the Bot |
| Dark blue | **Human** | How many times the Bot handed a conversation to a human team member |
## Conversation Analysis
This section displays 4 charts for monitoring conversation distribution and status across your team.
| Chart | What it shows |
| ------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------- |
| **Assigned conversations by human agents** | A pie chart showing how assigned conversations are distributed across team members — use it to evaluate workload balance |
| **Assigned Conversations** | A daily bar chart showing how many conversations were assigned each day; peaks often align with Broadcast send dates |
| **Follow Up conversations** | The number of conversations marked for Follow-Up that still need another contact — useful for tracking open leads |
| **Archived conversations** | The number of conversations archived during the selected period — typically grows alongside total completed conversation volume |
## Contact Analysis
This section contains 4 pie charts for understanding where your contacts come from and how they are distributed.
### All Contacts by Channel
Groups all contacts in the database by channel — Telegram, TikTok, Webchat, and others. Shows which channel has the largest share of your total contact base.
### New Contacts by Channel
Groups new contacts by channel for the selected period. Shows which channel is attracting the most new customers right now.
### New Contacts by Source
Groups new contacts by acquisition source:
| Source | Meaning |
| ------------------- | -------------------------------------------------------------------- |
| **Direct** | Customer started the conversation directly from your Page or channel |
| **Bot Link** | Customer entered through an Entry Point Link (Ref Link) |
| **Inbound Message** | Customer came from a Click-to-Message ad |
| **Webchat** | Customer started from the widget on your website |
Use this chart to identify which marketing channel is performing best and deserves increased investment.
### New Contacts by Country
Groups new contacts by their country. Use this data to adjust content language and sending times to match the right time zones for your growing customer segments.
## Weekly Analytics Checklist
Run through these five checks every week to stay on top of performance and catch issues early:
Review the **New Contacts** chart. Is the number growing compared to last week? If it drops for two consecutive weeks, review your Entry Points and campaign schedule.
Go to **Bot Performance → Messages received by the Bot**. If the Fallback rate is above 30%, identify the messages the Bot is missing and add them to Keywords or AI Training.
Review the **Human Agents** table. If any team member has a First Response Time above 1 hour, they may need a reminder or a lighter assignment load.
If the blocked contacts number rises, review that week's Broadcasts. The sending frequency or message content may be causing customers to block the Bot.
Identify which acquisition source brought in the most new contacts. Increase budget or improve content for that channel to accelerate growth.