Analytics Dashboard

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Overview

The Analytics Dashboard provides comprehensive insights into your Cosmo AI’s performance, customer engagement, and business metrics. You can track everything from conversation trends to sales performance and support ticket resolution times.

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Key Performance Indicators

Track these essential metrics at a glance:

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User & Engagement Metrics

• Active Users: Unique customers who had conversations during the selected period
• New Customers: First-time customers who messaged your business
• AI Messages: Regular conversation messages sent by your AI assistant
• Campaign Messages: Bulk promotional or notification messages sent as part of marketing campaigns

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Support & Response Metrics

• Support Tickets: Total tickets created, with breakdown of open vs closed tickets
• Manual Overrides: Number of messages sent by your human support team
• Avg Human Response Time: Average time from ticket creation to first human response (in minutes)
• Avg Question Response Time: Average time for your AI to answer user questions (in minutes)

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Conversation Trends

Monitor how users interact with your chatbot over time:

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Active Users Over Time

Line chart showing unique users who engaged in conversations during each time period. This helps you understand engagement patterns and growth.

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Messages Sent vs Received

Bar chart comparing:

• Messages Received: All incoming messages from your customers
• Messages Sent: All outgoing messages from your AI, including both campaign messages and regular chat responses

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Message Types Analysis

Understand the breakdown between different message types:

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Campaign vs Non-Campaign Messages

• Campaign Messages: Proactive bulk messages sent as part of promotions or notifications
• Non-Campaign Messages: Regular replies in one-on-one conversations

This helps you understand how much of your messaging is proactive marketing vs reactive customer service.

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Sales Performance

Track your e-commerce performance:

• Orders Placed: Count of successful orders completed through your AI assistant
• Total Revenue: Total revenue generated from AI-driven orders
• Conversion Rate: Percentage of conversations that resulted in a purchase
• Average Order Value: Average revenue per order
• Orders Over Time: Trend chart showing order volume by day/month
• Revenue Trends: Trend chart showing revenue generated over time
• Product Search Activity: Number of times customers searched for products during conversations

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Support & Engagement

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Support Ticket Status

Multi-line chart tracking:

• Open Tickets: Currently unresolved support requests
• Closed Tickets: Resolved support requests
• Total Tickets: Combined ticket volume

This helps you understand resolution rates and support workload over time.

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Support Categories

Bar chart showing the distribution of support requests by category (e.g., “Order Issue”, “Product Question”, “General Inquiry”). This helps identify common customer needs.

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Conversations by Language

Chart displaying the number of conversations grouped by language, showing which languages your customers prefer to communicate in.

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Open & Closed Tickets (%)

Percentage-based chart showing the proportion of open vs closed tickets over time, helping you track resolution efficiency.

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Usage Analytics

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AI Tools Usage

Chart showing how often each AI capability was used during conversations:

• Product Search
• Question Answering
• Cart Management
• Order Placement
• And more…

This helps you understand which features are most valuable to your customers.

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User Journey Distribution

Customer funnel analysis showing the distribution of conversations by their furthest stage:

1. No Engagement: Minimal interaction
2. No Tool Usage: Basic conversation only
3. Only Q&A: Customer asked questions only
4. One Product Search: Single product lookup
5. Multiple Product Searches: Browsing multiple products
6. Added to Cart: Items added but no purchase
7. Order Placed: Successfully completed purchase

This provides insights into where customers drop off in your sales funnel.

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Using Analytics

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Selecting Time Ranges

Choose from preset options:

• Last 30 Days: Rolling 30-day window
• This Month: From the 1st to today
• Last Month: Full previous month
• Custom Range: Select specific start and end dates

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Exporting Data

Click the Export Data button to download a CSV file containing:

• Active users by date
• Messages sent and received
• Orders placed
• Total revenue

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Refreshing Data

Use the Refresh Data button to reload the latest analytics. The dashboard shows when data was last loaded at the bottom.

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Best Practices

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Understanding the Data

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Active Users

Active users are counted based on conversations where the customer sent at least one message. Conversations with only bot-initiated campaign messages are not included in this count.

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Message Types

• Campaign messages are bulk messages you send through the Campaigns feature
• Regular AI messages are responses to customer inquiries in individual conversations
• Manual override messages are sent by your human support team when they take over a conversation

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Ticket Metrics

• Support tickets are created when customers request human assistance
• Response time is measured from when the ticket is created to when your team first responds
• Question response time measures how quickly your AI answers customer questions

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Commerce Metrics

• Only orders completed through your AI assistant are included in these metrics
• Revenue calculations include only finalized orders
• Conversion rate is calculated from active conversations to completed purchases