Widget Statistics

WebSpeaker tracks visitor, search, bot, feedback, and live support activity from your embedded widget, and presents it as a set of statistic cards grouped by topic. Use this view to see how visitors open the widget and how well AI Search and Live Support are handling conversations.

Opening the statistics view

In the management portal, open your project, then go to Stats in the sidebar. The page itself is titled Widget Stats.

Choosing a period

At the top of the page you can switch between four periods: Today, Last 7 days, Last 30 days, and All time. Selecting a period reloads every card below with numbers for that range.

Refreshing

Use the Refresh button next to the period selector to reload the statistics for the currently selected period without changing it. This is useful when you want the latest numbers without switching periods back and forth.

Traffic

The Traffic section covers widget loads and visitor engagement:

  • Widget loads - how many times the widget script loaded on your website.
  • Visitors - the number of distinct visitors who interacted with the widget.
  • Visitor to open rate - the share of visitors who went on to open the widget.

Open Events

The Open Events section shows how users open and enter widget conversations:

  • Bubble clicks - clicks on the floating chat bubble.
  • Navbar searches - uses of the navbar search field.
  • Search opens - times the search view was opened.
  • Chat opens - times an AI Search conversation was opened.
  • Live chat opens - times a Live Support conversation was opened.

Bot

The Bot section covers AI Search and bot conversation activity:

  • Bot conversations - conversations handled by the AI assistant.
  • Bot messages - total messages exchanged in bot conversations.
  • Avg messages - the average number of messages per bot conversation.
  • Search queries - queries submitted through search.
  • Searches with results - queries that returned matching content.
  • Searches without results - queries that returned nothing.
  • Search to chat rate - the share of searches that led visitors into a chat conversation.

See Reviewing AI Search conversations to inspect the conversations behind these numbers.

Live Support

The Live Support section covers human support volume and response quality:

  • Live chat sessions - conversations handed to a live agent.
  • Live chat messages - total messages exchanged in those sessions.
  • Answered sessions - sessions that received an agent reply.
  • Unanswered sessions - sessions still waiting for an agent reply.
  • Avg first response - the average time until the first agent reply, shown in minutes and seconds.
  • Chat to live rate - the share of chats that were handed over to Live Support.

See Handling live support conversations for how agents work with these sessions.

Feedback

The Feedback section covers explicit user ratings for bot answers:

  • Positive feedback - answers visitors rated as helpful.
  • Negative feedback - answers visitors rated as unhelpful.