ChatFactory Analytics Dashboard Guide

Overview

The ChatFactory Analytics Dashboard provides a centralized, interactive view of how interactions impact engagement and content consumption across accounts and visitors. It allows sales and marketing teams to monitor visitor behavior, surface high-intent accounts, and evaluate chatbot performance through detailed KPIs and drill-down paths.

Filters

At the top of the dashboard, you’ll find filters to customize your view:

• Agent – Filter metrics by specific chat agent, all are agents included by default.
• Visit Date – Set your time window for analysis.
• Account Exclusion – Select one or multiple accounts that you would like excluded from all reporting data.
• Domain Exclusion – Exclude domains to exclude accounts from the data on a broader level.

High-Level KPIs

These metrics give you a quick health check of engagement over your selected date range:

• Accounts Reached: Total and new accounts that interacted.
• Visitors: Total and new visitors.
• Known vs Unknown Visitors: Breakdown by identified email address versus anonymous.
• Conversations: Total chat interactions by visitors (+% change from previous period).
• Bounce Rate: % of visitors who left without any interactions.
• Binge Rate: % of visitors who consumed multiple content assets from recommendations.
• Total Duration: Cumulative time spent chatting.
• Total View Time (Recs): Cumulative time spent with the recommended content.
• Form Fills: Total number of forms submitted.
• Experiences Created: Number of experiences generated by users.

Account Table

A detailed breakdown by company domain including:

• Conversation volume
• % change in activity
• Recommendations served
• Form submissions
• Total engagement duration
• Content view metrics

Tip: Click on any account row to open the full analytics drill-down page for that company. “Undefined” represents unknown accounts with no available reverse IP data.

Visitor Table

See granular data per visitor:

• Visitor identity
• Session timestamp
• Conversation summary (query, response, agent)
• Sentiment (emoji coded)
• Query type and top content titles
• Matching logic (relevance scores)
• Visitor source, return/new status

Tip: Unknown visitors have an encrypted ID that will reconcile all previous engagement when a user becomes known. 

Recommendations Table

Tracks what content was recommended and whether it was clicked:

• Account name
• Content title & URL
• Clicked (yes/no)
• Recommendation context (chat session ID, agent)

Form Fills Table

Insight into lead conversion directly from chatbot interactions:

• Visitor identity
• Account
• Timestamp
• Form name
• Form impressions and conversions
• Associated agent/session ID

🔗 Navigation & Drill-Downs

Every table row includes live links to:

• Account analytics views
• Visitor journey views

Use Cases

• Sales: Identify which accounts are actively engaging with chatbot-driven content.
• Marketing: Evaluate campaign and content effectiveness via chatbot routes.
• CSM/Success: Monitor known visitor behavior for expansion signals.

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