> ## Documentation Index > Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt > Use this file to discover all available pages before exploring further. # Analytics > Aggregate your AI agent's activity into chats, topics, sentiment, and helpdesk metrics over time ## Overview **Analytics** aggregates the activity of your AI agent across conversations. It has four pages: **Chats**, **Topics**, **Sentiment**, and **Helpdesk**. By default it shows the activity for all AI agents in your workspace for the last week. See volume, subject matter, and mood at a glance, and tell whether the changes you made last week actually moved anything. **Analytics** aggregates the information, including topics, sentiment, and thumbs down. [Activity](/docs/user-guides/chatbot/activity) shows the data per conversation instead. ## Chats The Chats page in Analytics The top of the page shows the resolution rate, the total number of chats, total number of messages, the messages that got a thumbs up and a thumbs down, daily active users, weekly active users, and stickiness. Below the totals, a line chart plots chats over the selected period against the **Previous period** (the dotted line), so you can see whether volume is rising or falling. Hover any point to compare the two dates directly. **Resolution rate:** The percentage of conversations your agent resolved independently, without creating a ticket or escalating to live chat. **Chats by country** shades a world map by volume and lists the top countries beside it, with **View all** for the full ranking. Countries are detected from the IP of the users having conversations with the AI agent. Chats by country, shown as a shaded world map **Chats by channel** breaks the same total down by where the conversations came from, such as Widget/Iframe, Playground, or Slack. **Action calls** ranks how often each of your actions ran over the period, with **View all** for the complete list. It is a quick way to see which actions your AI agent actually uses. Each panel uses the visualization that suits it: a line chart for chats over time, a shaded world map for **Chats by country**, and horizontal bars for **Chats by channel** and **Action calls**. ### Filtering You can filter the data by date, using pre-defined ranges such as last 7 days, last 30 days, last 3 months, and last year. The date filter options in Analytics ## Topics This page shows the topics that came up in conversations and were mentioned by users. Topics are detected automatically by the AI agent. The Topics page in Analytics Available actions: * Search topics * Add topic * Edit topic * Delete topic * **Freeze topics:** stops the AI agent detecting any new topics automatically You can also add topics manually, using the **View All** button on the right of the page. Adding a topic manually from the View All screen ## Sentiment This page shows how the AI agent detects the sentiment and emotion of users during conversations. Sentiment analysis is detected automatically by the AI agent. The Sentiment page in Analytics ## Helpdesk Track ticket volume over time to monitor your support workload and resolution trends. Every metric on this page shows its change against the previous period, and each chart plots the **Selected period** as a solid line against the **Previous period** as a dotted one. Helpdesk in Analytics ### Team member performance The table at the top of the page breaks the period down by team member, so you can see how the workload is spread across your human agents: * **Solved tickets:** tickets that member marked solved. * **Tickets replied:** tickets they replied to at least once. * **Replies sent:** the total number of replies they sent. * **Median first response time:** how long customers waited for that member's first reply. * **Median response time:** the median across all of their replies. * **Median time to close:** how long their tickets stayed open before being solved. Every column is sortable. Scroll the table sideways to reach the columns that don't fit on screen. The **All agents** row totals the counts for the whole team, and a dash means there is no data for that member in the selected period. ### Ticket volume * **Created tickets:** tickets opened during the period. * **Solved tickets:** tickets marked solved during the period. * **Unsolved tickets:** the outstanding backlog, plotted on its own chart so you can see whether it is growing or shrinking. * **Agent replies sent:** replies sent by human agents during the period, charted beside Unsolved tickets. Internal notes, automated messages, and AI agent replies are excluded. ### Response times * **Median first response time:** how long a customer waits for the first human reply. * **Median response time:** the median across all replies, not just the first. * **Median time to close:** how long a ticket stays open before it is solved. Medians are used rather than averages, so a handful of long-running tickets don't skew the figure. A chart below the three tiles plots response time across the period. ### Tickets by channel Breaks ticket volume down by where the tickets arrived from, such as **Email**, **Widget/Iframe**, or **API**. ### Customer satisfaction (CSAT) Shows how customers rated the support they received, based on the [satisfaction surveys](/docs/user-guides/chatbot/help-desk/satisfaction-surveys) sent after tickets are closed. Each figure shows its underlying counts and its change against the previous period. Customer satisfaction card in Helpdesk analytics * **CSAT score:** answers rated Good as a share of all answers. * **Response rate:** answered surveys as a share of surveys sent. * **Coverage:** surveys sent as a share of closed tickets that could have been surveyed. Figures are grouped by the day the survey went out, so a late answer counts toward that day. **View all** lists the individual answers with their comments, the ticket they belong to, and the teammate who handled it, along with a breakdown of tickets that were not surveyed and why. ### Filtering Use the date range picker to set the period. The filter button beside it narrows the whole page by **Assignee**, **Channel**, **Type**, or **Last message by**. Pick a field, choose an operator such as **is any of**, then select the values and click **Apply**. **Discard** clears the filter you were editing. ## Limitations * **Data is updated with a 1-day delay,** reflecting the previous day's information. * **Data is only recorded once you subscribe to a plan.** Topics and sentiment are only available after the upgrade, and anything from before it is not included. * **Message totals and credits are counted differently.** The page shows the total number of messages, including all conversation messages, but credits are only calculated for AI-generated responses, excluding the initial messages. ## Next steps Read the individual conversations behind these totals. Track message credits consumed across your AI agents. Work the tickets these helpdesk metrics are measuring. Act on what the numbers tell you about answer quality.