Analytics
Conversation volume, resolution rate, avg response, and your most-asked questions over the last 7, 14, 30, or 90 days.
Where to find it
Insights are per agent. Open the agent you want to review, then select Insights from the left menu. From your dashboard, Analytics opens insights for your first agent.
Available on Starter Advanced Pro. Free workspaces see sample numbers with an upgrade prompt instead of live data.
Time range
Pick a window of 7, 14, 30, or 90 days (14 by default), or set a custom start and end date. Every metric also shows how it changed against the previous, equal-length period, so you can see whether things are trending up or down.
Metrics
- Conversations, the number of chat sessions started in the window, shown with a sparkline of daily volume.
- Resolution rate, the share of conversations the AI handled without a human stepping in (no handover or escalation). Higher means your agent is handling more on its own.
- Response time, the median gap between a visitor message and your agent's reply, in seconds.
Top questions
The five most common opening messages, grouped so different wordings of the same question count together. A topic that spikes but isn't answered well is your cue to add a Q&A pair or update a knowledge source.
Visitor satisfaction (CSAT)
Available on Advanced Pro.
On top of the metrics above, Advanced adds the satisfaction layer: the average CSAT score visitors gave, the share of replies that got a thumbs up, the running total of thumbs up and thumbs down, and the most common reasons behind a thumbs down.
Use it to separate "my agent answered a lot of conversations" from "my agent answered them well". A high resolution rate with a low CSAT usually means the agent is closing conversations without actually solving the visitor's problem.
Starter workspaces see conversation volume, resolution rate, response time, and top questions, but not the satisfaction breakdown.
On the Free plan the analytics page shows sample figures so you can see the shape of the report before you upgrade. Those are illustrative numbers, not your own. Your real conversation volume, resolution rate and response time appear once you are on Starter, and the satisfaction breakdown once you are on Advanced.
Export the report
Any insights view can be downloaded. Select Export, next to the time range picker, then choose a format. The export always covers the range currently on screen, so the file matches what you were looking at.
- Download CSV, the whole report as a spreadsheet: the three headline metrics with their trends, one row per day of conversation volume, your top questions with counts, and the satisfaction figures. It opens in Excel, Google Sheets and Numbers with no import step, and saves as
echo-insights-your-agent-2026-07-01-2026-07-14.csv. - Print / Save as PDF, opens a printable version of the report in a new tab and starts your browser's print dialog. Pick Save as PDF as the destination to keep a copy, or send it to a printer. If nothing opens, allow pop-ups for this site and try again.
Every date and time in an exported file is UTC, and the file records the moment it was generated. Days with no conversations are included as zero rows, so the daily series has no gaps when you chart it.
Satisfaction figures are part of the export on Advanced Pro for the preset 7, 14, 30, and 90 day windows. A custom start and end date exports everything else and states that CSAT covers trailing periods only, rather than quietly mixing two different windows.
Exports follow the same plan rules as the page itself. Starter and above download their own data, and Free workspaces are asked to upgrade instead of exporting the sample figures.
Still stuck? We'll help.
Every plan, including Free, comes with human support. If something isn't behaving the way you expect after following the steps above, send us a note and we'll get back to you promptly.