Understand dashboard statistics

Dashboard KPIs follow defined events

Period may be last 7, 30 or 90 days, this month, previous month or a custom range. Charts and cards are recalculated for that window; always compare matching periods.

AI resolution rate has a strict definition: real conversation, at least one consumed AI reply, no human message and no requested, acknowledged or active handoff. It does not directly measure visitor satisfaction.

Rate formula
AI-only resolved conversations divided by real conversations in the period, multiplied by 100. Contact capture alone does not classify a conversation as failed.

Read each counter without double counting

Cards describe complementary angles.

• Real conversations

  Sessions containing at least one visitor message. They exclude empty opens and form the resolution-rate denominator.

• Average messages

  All messages in real conversations are divided by distinct conversation count. This value includes stored roles, not only questions.

• AI replies

  Calculation uses consumed reply reservations when the corresponding table exists, with fallback to non-empty assistant messages for compatibility.

• Human handoffs

  A session is included when it has a human message or handoff state. One session is not multiplied by its number of human messages.

Explain a resolution-rate change

First look for traffic or behaviour changes before concluding the calculation is wrong.

1. More necessary handoffs

   A campaign, incident or support season may increase human requests even when AI answers simple questions correctly.

2. Missing source

   Undocumented answers lead to escalation. Analyze affected conversations and improve the knowledge base instead of changing the number.

3. Period or timezone

   A custom range and day boundaries may shift some sessions. Reproduce diagnosis with the same dates and account.

Connect KPIs, charts and plan usage

Dashboard analyzes a selected period; subscription tracks its own quota period.

• Daily series

  Compare conversations and successful replies daily to spot a break related to installation, traffic or a source.

• Pages and locations

  Rankings indicate where conversations or conversions start. They do not by themselves attribute a sale to Wavize.

• Subscription quotas

  To anticipate a limit, use Subscription counters for real conversations and delivered replies, with their own dates.

Quick audit of a disputed metric

Record period and value, then inspect a session sample before opening a ticket.

• Denominator — Count only sessions with a visitor message.
• AI resolution — Consumed reply and no human/handoff trace.
• Evidence to attach — Dates, filter, session identifiers without personal content and expected result.