Channel Analytics
View performance metrics broken down by channel. Compare query volumes, conversations, unique users, and credit usage across all platforms where your agents receive queries.
Accessing Channel Analytics
- Navigate to Analytics in the sidebar
- Click View All next to “Channel Distribution”, or
- Go directly to Analytics > By Channel
Navigation
The breadcrumb shows your location: Dashboard / Channels. Click “Dashboard” to return to the main analytics page.
Date Range Controls
| Control | Description |
|---|---|
| Last 7 days | View metrics for the past week |
| Last 14 days | View metrics for two weeks |
| Last 30 days | View metrics for the past month |
| Last 90 days | View metrics for the past quarter |
| Refresh | Reload data with latest values |
Summary Cards
Four cards showing aggregated metrics across all channels:
| Card | Description |
|---|---|
| Total Channels | Number of active channels |
| Total Queries | Sum of queries across all channels |
| Total Conversations | Sum of conversations across all channels |
| Total Credits | Sum of credits used across all channels |
Channels Table
All your active channels listed with performance metrics:
| Column | Description |
|---|---|
| Channel | Channel name with color-coded badge |
| Queries | Total questions answered on this channel |
| Conversations | Chat sessions on this channel |
| Unique Users | Distinct users who interacted via this channel |
| Credits | Resources consumed by this channel |
| % of Total | Visual progress bar showing this channel’s share of total queries |
| (Arrow) | Link to detailed channel view |
Channel Types
Your agents can receive queries from various platforms:
| Channel | Description |
|---|---|
| Web | Queries from the embeddable web chat surface |
| Widget | Queries from the website chat widget |
| Telegram | Telegram bot integration |
| Discord | Discord bot integration |
| Slack | Slack app integration |
| Meta | Meta/Messenger integration |
| WhatsApp Business integration | |
| Google Chat | Google Chat (Workspace) integration |
| OpenAI Apps | Conversations from OpenAI Apps SDK |
| Playground | Queries from the agent testing interface |
| API | Direct API calls to your agent |
Viewing Channel Details
Click the arrow on any channel row to see:
- Detailed metrics for that specific channel
- Time-series charts with granularity options (Hourly, Daily, Weekly, Monthly)
- Agent breakdown within that channel
Tips
- Compare % of Total to understand which channels drive the most traffic
- Use this view to identify underperforming channels that need attention
- Check Unique Users to understand audience reach per platform
- Review Credits to see resource consumption by channel
Common Questions
Q: Why don’t I see all channels listed?
Only channels with at least one query during the selected date range appear in the table.
Q: How is the percentage calculated?
The percentage shows each channel’s share of total queries across all channels for the selected period.
Q: Can I compare channels over time?
Click into a specific channel to see its time-series data and trends.