Performance Metrics

Last updated: November 29, 2025

Performance Metrics

Understanding your chatbot's performance metrics helps you identify areas for improvement and measure success.

Key Performance Indicators (KPIs)Response Metrics
  • Average Response Time - How quickly bot replies
  • First Response Time - Initial reply speed
  • Resolution Time - Time to solve issues
Engagement Metrics
  • Conversation Rate - Visitors who start chats
  • Engagement Rate - Active participation level
  • Return Rate - Users who come back
Quality Metrics
  • Resolution Rate - Successfully resolved queries
  • Escalation Rate - Transferred to human agents
  • User Satisfaction - Ratings and feedback
Viewing MetricsDashboard Overview
  1. Select your bot
  2. Go to Stats or Analytics
  3. View real-time and historical data
Time Period Selection

Choose viewing period:

  • Today
  • Last 7 days
  • Last 30 days
  • Custom range
Understanding Each MetricResponse Time

What it measures: Speed of bot replies

Good benchmarks:

  • Instant (< 1 second) - Excellent
  • 1-3 seconds - Good
  • 3-5 seconds - Acceptable

  • 5 seconds - Needs improvement

How to improve:

  • Optimize AI configuration
  • Simplify response templates
  • Check server performance
Conversation Rate

What it measures: % of visitors who chat

Calculation: (Conversations / Total Visitors) × 100

Good benchmarks:

  • 1-3% - Average
  • 3-5% - Good
  • 5%+ - Excellent

How to improve:

  • Better welcome message
  • Strategic widget placement
  • Proactive chat triggers
Resolution Rate

What it measures: Issues solved without human help

Calculation: (Resolved / Total Conversations) × 100

Good benchmarks:

  • 50-60% - Average
  • 60-80% - Good
  • 80%+ - Excellent

How to improve:

  • Train AI with more data
  • Add common Q&A pairs
  • Improve knowledge base
User Satisfaction

What it measures: User happiness with service

Collection methods:

  • Post-chat ratings
  • Emoji feedback
  • Survey responses

Good benchmarks:

  • 3.5/5 - Average
  • 4.0/5 - Good
  • 4.5+/5 - Excellent
Analyzing TrendsWhat to Look For
  • Consistent patterns - Normal operations
  • Sudden changes - May indicate issues
  • Gradual improvements - Training working
  • Seasonal variations - Expected fluctuations
Taking Action

Based on metrics:

  1. Identify underperforming areas
  2. Make targeted improvements
  3. Monitor impact
  4. Iterate and refine
Setting GoalsRealistic Targets

Start with current baseline:

  • Week 1: Measure current state
  • Week 2-4: Implement improvements
  • Month 2: Target 10-20% improvement
Tracking Progress
  • Set up weekly reviews
  • Document changes made
  • Correlate changes with metrics
Best PracticesRegular Monitoring
  • Check metrics daily
  • Review trends weekly
  • Deep analysis monthly
Documentation
  • Record baseline metrics
  • Note all changes made
  • Track improvement over time
Continuous Improvement
  • Never stop optimizing
  • Test different approaches
  • Learn from successful patterns
Next Steps