Analytics Overview
Get a complete overview of how your bots are performing across messages, leads, engagement, and conversations.
Analytics Overview
The Analytics section in BotPenguin gives you a complete view of how your bots are performing across messages, leads, engagement, and conversations. This dashboard helps you measure effectiveness, track growth, and make data‑driven decisions.
📍 Accessing Analytics
Log in to your BotPenguin Dashboard
From the left navigation menu, click Analytics
You’ll land on the Overview tab by default
📊 Analytics Tabs Explained
The Analytics section is divided into multiple tabs for detailed insights:
Overview – High‑level performance metrics
ChatBot Engagement – User interaction and engagement data
Live Chat – Live agent and chat activity metrics
AI Analytics – AI performance and intent handling
ChatFlows – Flow‑wise performance tracking
Voice – Voice bot usage and analytics
🧩 Overview Tab Breakdown
1. Key Metrics Cards
At the top of the screen, you’ll see summary cards displaying:
Messages – Total number of messages exchanged between users and bots
Clicking on the Messages KPI redirects you to the Inbox → Chats screen, where you can see the individual conversations that make up this metric.
Inbox Table Columns Explained
Visitor Name – Name of the visitor or NA if not captured
Channel Indicator – Platform icon showing where the conversation happened (Website, WhatsApp, Voice, etc.)
Email – Visitor email address if available
Phone Number – Captured phone number (clickable for quick actions)
Bot Name – Bot that handled the conversation (e.g., Deepak Test, Bot 14, Voice Agent)
Assigned To – Agent or role assigned to the conversation (Developer, Assign)
Status – Current conversation status (Open / Closed)
Tag – Tags applied to the conversation for categorization
Location – Visitor location (e.g., Noida, UP, India or NA)
Available Actions on Inbox Screen
🔎 Search chats by name, email, or phone number
🎯 Filter conversations using advanced filters
👤 Assign conversations to agents or teams
🔄 Change Status (Open / Closed)
🏷 Add or update Tags
⬇️ Download conversation data
This drill‑down view helps you validate analytics data by reviewing actual user conversations.
Leads – Total leads captured by bots
These metrics give you a quick snapshot of overall bot activity.
When you click on the Leads KPI on the Analytics Overview screen, you are redirected to Inbox → Contacts. This screen displays all contacts that have been captured as leads through chatbot interactions.
Contacts Screen Overview
The Contacts view allows you to manage, assign, and organize leads generated by your bots across channels.
Contacts Table Columns Explained
Visitor Name – Name of the contact or NA if not provided
Channel Icon – Platform from which the lead originated (WhatsApp, Website, Instagram, etc.)
Email – Email address captured during the conversation
Phone Number – Contact’s phone number (clickable for quick actions)
Assigned To – Agent or team member assigned to manage the lead
Group – Group assigned for segmentation and targeting
Status – Current status of the lead (Open / Closed)
Tag – Tags applied for categorization and filtering
Actions – Quick actions such as calling the contact or deleting the record
Available Actions on Contacts Screen
From the Contacts screen, you can:
🔎 Search contacts by name, email, or phone number
🎯 Filter contacts using advanced filters
👤 Assign leads to agents or teams
👥 Add contacts to Groups
🏷 Apply or update Tags
⬇️ Download contact data
🗑 Delete contacts when required
2. Analytics Summary Chart
The Analytics Summary section visualizes bot performance over time.
Filters Available:
Bot Selector – View analytics for All Bots or a specific bot
Time Range – Switch between Daily, Weekly, or Monthly views to filter the data accordingly.
Chart Details:
Blue Bars – Number of messages
Green Bars – Number of leads generated
X‑Axis – Time period (Weeks)
Y‑Axis – Volume of messages and leads
This chart helps you identify trends, spikes, and performance drops over time.
3. Bot‑Wise Analytics
The Bot‑Wise Analytics panel shows performance metrics for individual bots.
Information Displayed:
Bot Name
Platform Icon (e.g., Website, WhatsApp)
Messages Count – Messages handled by that bot
Leads Count – Leads generated by that bot
Billing Filter:
Filter the data according to the current billing cycle, current month or since account creation.
This section is useful for comparing multiple bots and identifying top performers.
🎯 Use Cases
Track overall chatbot ROI
Identify high‑performing bots
Monitor lead generation trends
Optimize underperforming bots
Measure campaign or flow impact
✅ Best Practices
Regularly review analytics to track growth
Use bot‑wise analytics to fine‑tune individual bots
Compare weekly or monthly data for trend analysis
Align analytics insights with marketing or support goals
FAQs
Why do some visitors show as NA?
If a visitor has not shared details such as name, email, or phone number, the value is displayed as NA.
Can a single user appear multiple times in Analytics?
Yes. If a user interacts with your bot multiple times or across different channels, they may generate multiple conversations.
Can I filter analytics data for a specific bot?
Yes. Use the Bot Selector filter in the Analytics Summary section to view data for a specific bot.
How often is Analytics data updated?
Analytics data is updated automatically. Minor delays may occur for newly created bots or recent conversations.
Why don’t my message or lead numbers match my expectations?
This can happen if filters, time ranges, or bot selections are applied. Always verify the selected date range and bot.
Last updated
Was this helpful?