Witivio Documentation

# Analytics Dashboard

The Analytics dashboard lets you compare performance across time periods and see how your agents are trending. Unlike General Statistics which shows absolute numbers, Analytics is all about change: Are users coming back more? Are they happier than last month? Is the message volume growing or shrinking?

Quick Navigation

Access this from Admin Center > Analytics (or Dashboards > Analytics if you're in an agent view)

# What You See

Analytics Dashboard

# KPI Cards at the Top

Each shows a metric with a comparison to the previous period:

  • Active users: The change up or down (e.g., "4 active users, +100% vs previous period" means you had 2 users last period, now 4)
  • Messages: Total messages sent this period, with % change
  • Satisfaction rate: Your overall feedback score, with trend
  • Sessions: How many conversation threads happened, with trend

How to read it: A green + is good (more engagement, higher satisfaction). A red - means things got worse.

# The Two Comparison Charts

# Users Comparison Chart

Shows active users across different data slices (e.g., different agent pilots, different teams). You might see bars for:

  • 2020 (agent name)
  • IT Pilot (pilot group)
  • HR Pilot (pilot group)
  • Previous period (the comparison baseline)

What to look for:

  • Which agent/group is growing? Which is stalled?
  • Are pilots showing better growth than production?
  • Is the "Previous period" bar consistently higher or lower? (Tells you if you're trending up or down)

Real example: IT Pilot shows strong user growth month-over-month. HR Pilot is flat. This tells you IT Pilot's promotion strategy worked, HR needs more marketing.

# Messages Comparison Chart

Similar breakdown, showing total message volume per agent or group.

What to look for:

  • Is messaging growing with users? (Good sign of sustained engagement)
  • Or are users declining but messages staying flat? (Bad sign—few users sending lots of messages, not healthy scaling)
  • Which groups have the healthiest message-to-user ratio?

# Feedback Analytics Section

# Satisfaction Rate

The percentage of feedback that was positive or neutral.

Example: "100% satisfaction rate" with "31 total feedbacks" means all 31 pieces of feedback were thumbs-up or neutral, zero thumbs-down.

When to worry:

  • Satisfaction is 100% but feedback count is low (e.g., 5 total feedbacks) → Not enough data yet to be confident
  • Satisfaction dropping while feedback count rising → Users are rating you worse AND engaging more (something broke)
  • Satisfaction high but fewer feedbacks → Users aren't rating your answers; they might not care about quality

# User Feedbacks Pie Chart

Shows the breakdown of positive vs. negative feedback visually.

Example: An 80/20 split = 80% positive, 20% negative. A 96/4 split = near-perfect, but is it from enough ratings?

# How to Use This Dashboard

# Week-to-Week Tracking

Check this if you just launched something or made a major change. Did engagement spike? Did satisfaction drop?

Example workflow:

  1. Launch a new knowledge base section on Wednesday
  2. Check Analytics on Friday: Did message volume increase? Satisfaction stable?
  3. Check again next Monday: Is the spike holding or was it one-day traffic?

# Comparing Pilots or Agents

If you're running multiple pilots or have multiple agents:

  1. Select time period (e.g., "Last 30 days")
  2. Look at the comparison charts: Which pilot has the best user growth? Which has the healthiest engagement (messages per user)?
  3. Pick the winner: Expand that pilot first, apply lessons learned to others

If overall satisfaction dropped:

  1. Check when it happened: Use the date range filter to narrow down the drop
  2. Check what changed: Did you update a FAQ? Roll out a new agent feature? Policy change?
  3. Fix it: Update the content that broke, then watch Analytics next period to see if satisfaction recovers

# Real-World Example

Scenario: You're running two pilots:

  • IT Pilot: 15 users, 80 messages, 100% satisfaction
  • HR Pilot: 5 users, 40 messages, 50% satisfaction

What this tells you:

  • IT Pilot is healthy (users, engagement, satisfaction all good)
  • HR Pilot is struggling (few users, lower satisfaction—something's wrong or they don't know about the bot)

Your next move:

  • Expand IT Pilot to more IT teams
  • Investigate HR Pilot: Ask those 5 users what's not working, or check if the HR use case matches what the bot can do
  • Don't expand HR Pilot until satisfaction improves

# Tips

  • Compare against yesterday's data, not last month's. One day tells you if something broke. One month tells you if your strategy works.
  • Link satisfaction to feedback. If 30 people rated the bot and 100% gave thumbs-up, that's strong. If 2 people rated it, that's noise.
  • Watch message volume, not just user count. 100 new users sending 1 message each is signup spam. 100 new users sending 5 messages each is real adoption.
  • Archive your Analytics snapshots. Take a screenshot monthly so you have a record. The dashboard doesn't keep history forever.

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