Guide Analytics

Track how users interact with your guides -- runs, outcomes, ratings, paths, and timing.

Every guide has a dedicated analytics page that shows you how users are interacting with it. Access analytics from the guide card's action menu by selecting Analytics, or navigate directly to the guide's analytics route.

Date Range and Granularity

At the top of the analytics page, you can set a date range and granularity (daily, weekly, monthly) to control the time window for all metrics on the page. Adjusting these filters updates every chart and table below.

KPI Cards

The top of the page displays key performance indicators at a glance:

Metric	Description
Total Runs	The total number of times users have started this guide in the selected period.
Resolved	Runs where the user completed the guide and the outcome was marked as resolved.
Escalated	Runs where the user triggered an action block, escalating the issue to a support ticket.
Abandoned	Runs where the user left the guide before completing it.
Avg Rating	The average star rating left by users who provided feedback at the end of the guide.
Avg Steps	The average number of steps users went through per run.
Completion Time	The average time it took users to complete the guide from start to finish.

Time Spent by Step

A chart showing how much time users spend on each step of the guide. You can toggle between a curve view (line chart) and a bar view to visualize the data differently.

This chart is useful for identifying bottlenecks -- steps where users spend significantly more time than expected may need clearer instructions or simpler content.

Top Paths

A visualization of the most common paths users take through the guide. Since guides support branching via question blocks, users may follow very different routes. The top paths view shows you which branches are most popular and helps you understand how your audience navigates the workflow.

Guide Runs

A detailed table listing every individual run of the guide. Each row represents one user session and includes the following columns:

Column	Description
User / Visitor	The name or identifier of the person who ran the guide. Logged-in users show their name; anonymous visitors show as "Visitor".
Start	When the run began.
End	When the run ended.
Duration	How long the run lasted.
Path Taken	The sequence of steps the user went through.
Outcome	The result of the run: Resolved, Escalated, or Abandoned.
Rating	The star rating the user left (if any).

The table is sortable by any column, so you can quickly find the longest runs, filter by outcome, or identify runs with low ratings.

Guide analytics are also summarized at the companion level. The Engagement tab on the companion page includes a Guide Performance section that ranks all guides by their metrics -- total runs, average completion time, average rating, resolution rate, tickets raised, and step count. Use this to compare guides and identify which ones are performing well.