Analytics

Overview

The Helpon Analytics module gives you a comprehensive view of how your chat operations are performing. Access it from Helpon → Analytics in your WordPress admin sidebar.

Analytics data is collected automatically from all conversations, whether handled by AI, live agents, or a combination. The dashboard aggregates data across all channels including the website widget, WhatsApp, Instagram, and Facebook Messenger.

Dashboard Overview

The analytics dashboard presents four key metric cards at the top, followed by trend charts and period comparison views. Each card shows the current value along with a percentage change from the previous period.

The dashboard supports period comparison, allowing you to compare metrics between two date ranges side-by-side. Select the comparison toggle at the top of the dashboard to enable this view. Trend charts display both periods overlaid so you can spot improvements or regressions at a glance.

Conversation Metrics

The Conversation Metrics tab provides a deep dive into all chat activity across your site. Access it via Helpon → Analytics → Conversations.

The Peak Hours Heatmap is a 7×24 grid (days of the week by hours of the day) that highlights when your visitors are most active. Darker cells indicate higher conversation volume. Use this to optimize your agent scheduling and ensure coverage during busy periods.

Agent Performance

Monitor individual agent productivity and quality from Helpon → Analytics → Agents. This tab shows a leaderboard-style table with key performance indicators for each agent.

Click on any agent row to drill into their individual performance page, which includes a timeline of activity, conversation history, and CSAT feedback details.

AI Analytics

Track AI usage, costs, and quality from Helpon → Analytics → AI. This tab helps you understand how effectively the AI is handling conversations and how much it costs.

The Confidence Distribution chart visualizes how certain the AI is in its responses. A healthy distribution should show the majority of responses in the "High" confidence tier. If you see a large number of "Low" confidence responses, consider improving your Knowledge Base content or adjusting the AI temperature setting.

CSAT & Satisfaction

Customer satisfaction (CSAT) surveys are automatically sent at the end of each conversation when enabled. Access CSAT analytics from Helpon → Analytics → Satisfaction.

How CSAT Surveys Work

When a conversation ends (either by the visitor, agent, or auto-close timer), the visitor is prompted with a simple rating request. Helpon uses a 1-5 star rating system with an optional free-text feedback field.

Score Calculation

The overall CSAT score is calculated as the average of all ratings received in the selected period. The score is displayed on a 1-5 scale, with an additional percentage value representing the proportion of 4-star and 5-star ratings (the "satisfied" percentage).

The Trend Over Time chart plots your daily or weekly CSAT average so you can spot dips linked to staffing changes, AI model updates, or high-traffic events. The Agent-Level CSAT breakdown shows each agent's individual score alongside their conversation count.

Real-Time Stats

The Real-Time dashboard provides a live view of current activity. Access it from Helpon → Analytics → Real-Time. All data on this page refreshes automatically every 10 seconds without requiring a page reload.

The Queue Depth indicator shows how many conversations are waiting to be assigned. When this number stays above zero for extended periods, it means agents are at capacity and you may need to enable AI auto-reply or add more agents to the schedule.

Date Ranges & Filters

All analytics views support flexible date ranges and multi-dimensional filters. The date picker and filter bar appear at the top of every analytics tab.

Preset Date Ranges

Select from the following presets or define a custom range using the calendar picker:

• Today — Current day from midnight to now
• Last 7 Days — Previous 7 full days plus today
• Last 30 Days — Previous 30 full days plus today
• Last 90 Days — Previous 90 full days plus today
• Custom Range — Select specific start and end dates via the calendar widget

Available Filters

Filters can be combined. For example, you can view conversations from WhatsApp only, handled by a specific agent, tagged with "billing," within the last 7 days. All charts and tables update immediately when filters change.

Export Reports

Export your analytics data for external analysis, team reports, or compliance records. Navigate to Helpon → Analytics → Export or use the export button available on every analytics tab.

CSV Export

PDF Report Generation

Scheduled Reports via Email

Custom Report Builder

For advanced use cases, the Custom Report Builder lets you pick individual metrics, group by dimensions (date, agent, channel, tag), and create saved report templates. Access it from Helpon → Analytics → Export → Custom Builder.

{
  "name": "Weekly Agent Summary",
  "metrics": [
    "conversations_handled",
    "avg_response_time",
    "csat_score",
    "resolution_rate"
  ],
  "group_by": ["agent", "date_week"],
  "filters": {
    "channel": "all",
    "date_range": "last_7_days"
  },
  "format": "pdf",
  "schedule": "weekly_monday"
}

Troubleshooting

Common analytics issues and their solutions:

Data not updating

• Analytics data relies on WordPress cron. Ensure WP-Cron is running or configure a real server cron job for reliable scheduling.
• Check that the Helpon Analytics module is enabled in Helpon → Settings → Modules.
• If using an object cache plugin (Redis, Memcached), clear the cache and verify Helpon's cache keys are not being overly cached.
• Verify your server timezone matches the timezone set in Helpon → Settings → General.

Metrics mismatch

• Small discrepancies between the dashboard and exported data can occur due to rounding in percentage calculations.
• Ensure you are comparing the same date range and filters. Some views default to "Last 30 Days" while exports may use "This Month."
• Real-time metrics and historical metrics use different aggregation methods. Real-time counts may differ slightly from processed totals.
• If conversation counts do not match, check for deleted or merged conversations which are excluded from analytics.

Export failing

• Large exports (over 50,000 rows) may time out. Try narrowing your date range or applying filters to reduce the data set.
• Ensure your server has sufficient memory. PDF generation requires at least 256 MB of PHP memory. Increase memory_limit in your php.ini if needed.
• Check the wp-content/uploads/helpon/exports/ directory has write permissions (755 or 775).
• If scheduled email reports are not arriving, verify your SMTP configuration and check the Helpon → Settings → Email → Logs for delivery errors.

Dashboard loading slow

• For sites with high conversation volume, the dashboard may take longer to load on large date ranges. Use "Last 7 Days" for faster results.
• Enable the analytics cache in Helpon → Settings → Performance → Analytics Cache. This caches aggregated data for 15 minutes.
• Verify your database tables are optimized. Run the database optimization tool at Helpon → Settings → Tools → Optimize Database.
• Consider adding database indexes if you have more than 100,000 conversations. Helpon automatically suggests this via an admin notice when performance degrades.