The Usage tab provides summary information about conversations.

The Usage tab answers questions such as:

  • What languages are used in conversations?
  • What is the average duration of conversations on different days?
  • How many Virtual Agent (VA) conversations transition to live agents?

To access the Usage tab, you must have the chat analytics admin role or the chat analytics viewer role.

Figure 1. Usage tab
Widgets displayed in the Usage tab: Conversation type, Average conversation duration, Languages, and Topics sent via actionable notification.

Selecting the data or pointing to the data in the visualizations displays additional information about the data.

Table 1. Visualized usage data
VisualizationDescription
Conversation type Number of conversations escalated from VA to a live agent, initiated and completed in VA only, or initiated and completed by a live agent.
Average conversation duration Average duration of conversations in minutes. The duration is calculated from the beginning of the conversation to the last message sent.
Languages Languages used by users and the number of conversations in each language.
Topic sent via the Actionable notification The number of actionable notifications delivered from virtual agent to the users for the selected time range, and the number and percentage of actionable notifications that users engaged with, and did not engage with.