Chat Engagement
See total chat sessions, engagement time, ratings, and session duration at a glance.
The Chat Engagement card gives you a quick summary of how actively visitors are chatting with your companion.
What You See
| Metric | What It Shows |
|---|---|
| Total Chat Sessions | The number of chat conversations during the selected period, with a trend sparkline showing whether activity is going up or down |
| Total Engagement Time | The combined time visitors spent chatting with your companion |
| Average Rating | The mean rating visitors gave after their chat sessions |
| Average Session Duration | How long a typical chat conversation lasts |
How to Use This
- The sparkline next to total sessions is your quickest indicator of whether chat activity is trending up or down.
- If average session duration is very short, visitors may not be finding what they need. Check User Friction for clues.
- If average session duration is unusually long, your companion may be struggling to resolve questions efficiently. Review Response Quality to see if completeness or clarity scores are low.
- A declining average rating warrants investigation -- start with User Sentiment to understand what is driving dissatisfaction.
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