Chat Analytics and Unanswered Questions Report

Your inbox shows individual chats; Analytics shows what is happening across all of them. This page covers the numbers on the Analytics page, post-chat analysis (summary, sentiment and outcome of every finished chat), and the Unanswered questions report that tells you what to add to your agent's knowledge next.

Post-chat analysis#

After a chat ends, SiteTrellis can ask an AI model to read it and record a short summary, the visitor's sentiment (positive, neutral, negative or mixed), the outcome (resolved, unresolved, lead captured, escalated, abandoned or other), and any fields you ask it to extract, such as a budget or a company name. It is available on Pro and above.

Open the agent, go to the Analysis tab and turn on Analyse finished conversations.
Pick a provider key and a small, inexpensive model (leave it empty to use the agent's first model), and optionally define the fields to extract.
Publish. Chats are analysed in the background a few minutes after they end, on your own AI key.

Results appear on the conversation page (summary, extracted fields), as badges in the inbox list, as filters (sentiment and outcome), and as charts in Analytics under Chat outcomes & sentiment. Playground tests and chats without a visitor message are not analysed. The transcript is passed to the model as untrusted data, so a visitor cannot give it instructions.

The Analytics page#

Choose a date range, a site and an agent. You get conversations per day, busiest hours, AI versus human replies, handoff and lead rates, visitor ratings, per-agent and per-model usage with estimated cost, error and fallback rates, and tool usage. Everything is for website visitors only, in UTC, and cached for five minutes. Costs are estimates from list prices; your provider's bill is the truth, and custom OpenAI-compatible endpoints show no estimate because their prices are unknown.

Unanswered questions#

The report lists questions visitors asked that the agent could not answer, so you can fix the gaps. A question is recorded when:

the agent's reply admits it does not know or cannot help,
every model in the chain failed and the visitor got your failure message, or
the visitor rated the reply with a thumbs down (a later thumbs up removes it).

Open Analytics and choose Unanswered questions. Repeats of the same question, ignoring capitals and punctuation, are grouped into one line and ranked by how often they were asked, with the reasons, the agent, when it was last asked and links to the latest conversations.

Filter by date range, site, agent, reason, and whether to show open items, handled ones or everything.
Add the missing answer to the agent's Knowledge tab (a FAQ entry is usually enough), publish, then choose Mark handled. If visitors ask it again later, it comes back as open.
Export the list as CSV for a spreadsheet.

A weekly habit Spend ten minutes on the top five questions each week. Each answer you add makes the agent better for every future visitor, and the report shows whether the same questions stop appearing.

The report is for admins and owners. See Build your agent for adding knowledge and Playground and publishing for testing the change before it goes live.