> ## Documentation Index
> Fetch the complete documentation index at: https://sitegpt.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Track chatbot performance with analytics

> Read your chatbot numbers, find questions it could not answer, and see what visitors ask about.

The **Analytics** page shows how many people use your chatbot, what they ask, and where the chatbot has gaps. Use it to find the next content to add.

## Before you start

* **Plan:** every plan sees the page and the totals. Daily trends, CSV export, and unanswered questions need the Growth plan or higher. Conversation insights need the Scale plan or higher. See [Plans and limits](/docs/reference/plans-and-limits).
* **Role:** any team role can view analytics. To edit the topic list, you need the Manager role or higher. See [Team members](/docs/guides/account/team-members).

## Open analytics

<Steps>
  <Step title="Open the page">
    In your chatbot's sidebar, select **Analytics**.
  </Step>

  <Step title="Choose a date range">
    Select **Last 7 days**, **Last 30 days**, or **Last 90 days**. The default is **Last 30 days**. Every card on the page uses this range.
  </Step>
</Steps>

Days are in UTC. The numbers update live.

## What the numbers mean

| Metric                | Meaning                                                                                                              |
| --------------------- | -------------------------------------------------------------------------------------------------------------------- |
| **Conversations**     | Conversations started in the period. A conversation needs at least one message.                                      |
| **AI replies**        | Answers written by the AI.                                                                                           |
| **Visitors**          | Sum of each day's unique visitors. A returning visitor counts once per active day.                                   |
| **Leads**             | Leads collected.                                                                                                     |
| **Escalations**       | Conversations that escalated to a person. Each escalation counts on the day it happens.                              |
| **Positive feedback** | The share of thumbs-up among all thumbs ratings. It shows "No ratings yet" when there are none.                      |
| **Widget opens**      | Times the chat widget was opened, whether or not a message followed. Opening it again in the same visit counts once. |
| **Unanswered**        | AI replies generated without any matching knowledge for a substantial question.                                      |

Each tile shows the change compared with the period before, of the same length. For **Escalations**, a rise shows in red.

The **Engagement funnel** card shows the path from **Widget opens** to **Conversations** to **Leads**. Each step shows its share of the step before.

### When a question counts as unanswered

SiteGPT marks an AI reply as unanswered when both of these are true:

* The question has at least 15 characters.
* No content matched the question, or the chatbot gave its fallback message.

To learn how the chatbot finds answers, see [How answers work](/docs/concepts/how-answers-work).

## Fix unanswered questions

On the Growth plan and higher, the **Unanswered questions** panel lists the questions your chatbot could not answer from its content.

1. Read a question. Where available, the row also shows the visitor's earlier message and the bot's reply.
2. Select **View conversation** to read the full conversation.
3. Select **Add to Q\&A** to write the answer as a [custom response](/docs/guides/answers/custom-responses). The form opens with the question filled in.

The panel shows 10 questions. Select **Load more** to see more.

## Export the daily numbers

On the Growth plan and higher, select **Export CSV**. The file is named `sitegpt-analytics-<start>-to-<end>.csv`. It has one row per day and one column per counter, for the selected range.

To export conversations instead, see [Export conversations to CSV](/docs/guides/monitor/review-conversations#export-conversations-to-csv).

## Conversation insights

On the Scale plan and higher, the **Conversation insights** section shows what visitors ask about and how conversations end.

SiteGPT classifies each conversation about 30 minutes after it goes quiet. Classification runs for every active subscription, also when the section is locked. When you upgrade, you see your past data right away. HIPAA workspaces are different: a plan upgrade alone does not turn on insights there.

### Top topics

**Top topics** shows what visitors asked about in the period. It shows the top 12 topics. Each conversation gets up to 3 topics.

### Conversation outcomes

**Conversation outcomes** shows each share of the classified conversations in the period:

* **Resolved by AI**: the AI fully resolved the visitor's question. Partly resolved conversations do not count.
* **Handed off**: the conversation went to a person.
* **Negative sentiment**: the visitor was unhappy.

### Frequently asked questions

**Frequently asked questions** groups questions that mean the same thing. It shows the top 10 groups. Each group shows how many variations visitors used ("Asked as N variations"). Select **Add to Q\&A** to answer the question with a custom response.

### Control the topic list

You can name the topics that matter to your business, for example `billing` or `refunds`.

<Steps>
  <Step title="Add topics">
    In the **Top topics** card, type a topic in **Add a topic, e.g. billing**, then select **Add**. You can add up to 30 topics. Use general labels, not names or IDs.
  </Step>

  <Step title="Choose a mode">
    Select **Discover new topics automatically** or **Only use my topic list**.
  </Step>

  <Step title="Re-file past conversations">
    Select **Re-analyze conversations**, then confirm with **Re-analyze**.
  </Step>
</Steps>

| Mode                                  | What happens                                                                   |
| ------------------------------------- | ------------------------------------------------------------------------------ |
| **Discover new topics automatically** | The AI uses your labels when one fits, and can add topics it finds on its own. |
| **Only use my topic list**            | Every conversation gets one of your labels, or "other". No new topics appear.  |

New conversations use the topic list when they are classified. **Re-analyze conversations** re-files up to 90 days of past conversations under your current list. It rebuilds topics, outcomes, and frequently asked questions, typically within an hour. Nothing is deleted. Only one re-analysis can run at a time.

On HIPAA workspaces, insights use only your own topic list. See [HIPAA](/docs/account/hipaa).

## If a card is locked

If your plan does not include a card, the card shows an upgrade message. The **Unanswered questions** card still shows how many questions the chatbot could not answer. To see what each plan includes, see [Plans and limits](/docs/reference/plans-and-limits).

For the weekly digest email, see [Weekly digest](/docs/guides/human-support/notifications#weekly-digest).

## Check that it works

1. Open **Analytics** and select **Last 7 days**.
2. The tiles show numbers for the last 7 days, with a change badge.
3. On the Growth plan or higher, the **Unanswered questions** panel lists recent questions, or says "No unanswered questions here. Your knowledge base is keeping up."