# General Statistics Dashboard (Preview)
The General Statistics (preview) dashboard shows you the real picture of your agent's adoption and performance. It's where you track whether your investment in the bot is paying off, whether users are happy with it, and what to focus on next.
Quick Navigation
Access this from Admin Center > Your Agent > Dashboards > General statistics tab (or the General statistics (preview) tab for the enhanced version)
Preview Feature
This dashboard is in preview. The interface and metrics may evolve based on feedback.
# The Four Metrics That Matter
# Active Users: Is Anyone Using This?
What you see: The number of distinct users who have talked to your agent during the selected time period.
Why it matters: This is your adoption number. It tells you what percentage of your organization actually knows the agent exists and is willing to use it.
What to watch for:
- Going up month-over-month? Your marketing is working. Keep the momentum going.
- Flat? Adoption has stalled. Time to promote it again or ask why people stopped using it.
- Going down? Something broke, or users switched to something else. Investigate.
Real example: You have 5,000 employees. In month 1, 200 use the bot (4%). By month 3, 1,000 use it (20%). That's healthy growth. By month 6, still 1,000? That's a plateau—you need a re-engagement push.
# Messages: Are They Actually Asking Questions?
What you see: Total number of messages users sent to your agent, plus the average per user.
Why it matters: Users sending more messages means they trust the bot, they're having conversations, not just one-off questions.
What to watch for:
- High messages per user (10+): Users are having real conversations with your bot. They're exploring, asking follow-ups, really engaging. This is excellent.
- Low messages per user (2-3): Users ask one question, get an answer, leave. This works for a quick FAQ but suggests they don't see the bot as a trusted helper yet.
- Messages per user dropping: Users are asking fewer questions lately. Maybe your recent knowledge base update broke something, or they found an alternative.
Real example: You have 100 users sending 800 messages total = 8 messages/user on average. That's healthy engagement. If it drops to 4 messages/user next month, something changed—check your recent FAQ updates or agent configuration.
# Satisfaction: Are Users Happy?
What you see: Percentage of feedback that was positive or neutral (vs. negative). Plus an average rating if users rate answers (e.g., ⭐⭐⭐⭐☆).
Why it matters: A bot that nobody uses is bad. A bot that everybody uses but hates is worse. This tells you the quality of your answers.
What to watch for:
- 80%+ satisfaction: You're in good shape. Keep your knowledge base current.
- 60-80%: Room for improvement. Review the negative feedback (see Chat History) and fix common issues.
- Below 60%: Your bot is frustrating users. Something is seriously wrong with answer quality or knowledge base coverage.
Red flags:
- Satisfaction dropping sharply: A recent knowledge base update went wrong, or a bot feature broke.
- Satisfaction high but users declining: The bot works, but people stopped using it for other reasons (found something better, got lazy).
# Sessions: Understanding Your Billing
What you see: Total conversation sessions this month, plus how many you've used of your plan's limit.
Why it matters: Sessions affect your billing. Understanding how you consume them helps you plan for upgrades.
How sessions work:
- One conversation thread = one session
- If a user opens the agent, asks 5 questions, closes it = 1 session
- If they open again tomorrow and ask 3 more questions = another session
- Every 30 days the counter resets
Example: You have a 100-session limit this month. By mid-month you've used 50. If you continue at this pace, you'll hit 100 right on schedule. If you spike to 80 by mid-month, you're on track to exceed—contact your account team.
# Practical Workflows
# Monthly Review (15 minutes)
- Set the date range to "Last 30 days"
- Check adoption: Are active users growing, flat, or declining?
- If growing: excellent, document it for your leadership
- If flat: plan a promotion for next month
- Check engagement: Is messages/user healthy or dropping?
- Healthy: continue what you're doing
- Dropping: audit your recent knowledge base changes
- Check satisfaction: Is it 75%+?
- Yes: celebrate the quality
- No: review negative feedback in Chat History
- Note for next month: Did anything surprising happen?
# Quarterly Review (30 minutes)
- Look at the last 90 days to see seasonal patterns
- Compare to 3 months ago:
- How much did active users grow?
- How has satisfaction trended?
- Are messages/user improving or declining?
- Decide on actions:
- Do you need to upgrade your plan (hit session limits)?
- Should you invest more in knowledge base?
- Is it time to promote the agent to new departments?
# Common Scenarios and What They Mean
| Scenario | What it means | What to do |
|---|---|---|
| Users growing, satisfaction stable | Adoption working, quality holding | Keep promoting, maintain KB |
| Users flat, satisfaction dropping | Something broke or bot got worse | Review recent changes, check feedback |
| Users declining, satisfaction high | Bot is good but people stopped using it | Investigate why (new tool? policy change?) and re-promote |
| Users growing, satisfaction dropping | New users are unhappy or KB is broken | New users need onboarding; check recent KB changes |
| Messages/user very high | Users really trust the bot, having real conversations | Excellent signal—make sure you can handle the load |
| Messages/user dropping while users grow | New users are less engaged than early adopters | Normal pattern; keep promoting to build critical mass |
# Tips for Success
- Set a calendar reminder to check this dashboard on the same day each month. You'll spot trends instantly.
- Compare against your launch date. A new agent should expect: Month 1: 10-20% adoption, Month 3: 30-50%, Month 6: 50%+. If you're ahead, good. Behind? Time to market harder.
- Share with leadership. "500 users, 82% satisfaction, up 15% from last month" is a compelling story for budget allocation.
- Link satisfaction to knowledge base. If satisfaction drops, don't assume the agent broke. Check if someone updated a FAQ incorrectly.
- Watch for seasonal dips. Summer slump? Holiday break? Expected. Just don't mistake it for declining interest.