> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bubblav.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Pro+ Reports

> Advanced analytics for Pro and Turbo plans

<Note>
  These reports are available exclusively on **Pro** and **Turbo** plans. [Upgrade your plan](https://www.bubblav.com/dashboard/subscription) to access these features.
</Note>

Pro+ reports provide deeper insights into your chatbot's performance, ROI, and areas for improvement.

***

## Advanced Analytics Dashboard

In addition to the [Free metrics](/user-guide/reports/free), Pro+ users get four additional dashboard cards.

### Pro+ Metrics

<CardGroup cols={2}>
  <Card title="Est. Cost Savings" icon="dollar-sign">
    Estimated cost savings from AI handling conversations instead of human agents.

    **Calculation:** Conversations resolved by AI × \$8 (industry average cost per agent-handled conversation)

    Use this to demonstrate ROI to stakeholders.
  </Card>

  <Card title="Average Confidence" icon="brain">
    Average confidence score of AI responses (0-100%).

    **Higher scores** indicate the AI was more certain about its answers. Low confidence often means the knowledge base needs more content on that topic.
  </Card>

  <Card title="Transfer to Agent" icon="user-check">
    Percentage of conversations escalated to live support agents.

    **Lower is better** - indicates your AI is handling more queries independently. This is the inverse of AI Resolution Rate.
  </Card>

  <Card title="Avg Conv. Depth" icon="messages">
    Average number of messages exchanged per conversation.

    Shows how engaged visitors are with your chatbot. Very short conversations might indicate quick resolutions or early abandonment.
  </Card>
</CardGroup>

### Understanding the Numbers

| Metric                 | Good     | Needs Attention |
| ---------------------- | -------- | --------------- |
| **Transfer to Agent**  | \< 20%   | > 40%           |
| **Average Confidence** | > 70%    | \< 50%          |
| **Avg Conv. Depth**    | 3-8 msgs | \< 2 or > 15    |

<Tip>
  A very high conversation depth (>15 messages) might indicate visitors are struggling to get answers. Review these conversations to identify issues.
</Tip>

***

## Most Active Times

Visualize conversation volume by hour of the day to optimize your support coverage.

<Frame>
  <img className="block dark:hidden" src="https://mintcdn.com/bubblav-e553cf80/R3ckwS1UlR0o66Bf/images/most-active-time.png?fit=max&auto=format&n=R3ckwS1UlR0o66Bf&q=85&s=93b12671385c565b309f0b5c15fd7e97" alt="Most Active Times" width="930" height="329" data-path="images/most-active-time.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/bubblav-e553cf80/nhelQxnCmiOq_LRR/images/most-active-time-dark.png?fit=max&auto=format&n=nhelQxnCmiOq_LRR&q=85&s=fa5bf10230fb2a07ddc300f4b274c792" alt="Most Active Times" width="987" height="345" data-path="images/most-active-time-dark.png" />
</Frame>

### Chart Options

* **Bar chart**: Clear visualization of peak hours
* **Line chart**: See trends throughout the day

### Use This To

1. **Schedule live support**: Ensure agents are available during peak hours
2. **Plan content updates**: Deploy changes during low-traffic periods
3. **Optimize global coverage**: If you see activity across many hours, consider coverage for different time zones

<Note>
  Times are displayed in UTC. Factor in your timezone when planning support schedules.
</Note>

***

## Conversation Flow

Visual Sankey diagram showing how conversations are handled through your system.

<Frame>
  <img className="block dark:hidden" src="https://mintcdn.com/bubblav-e553cf80/R3ckwS1UlR0o66Bf/images/conversation-flow.png?fit=max&auto=format&n=R3ckwS1UlR0o66Bf&q=85&s=b567b0bb06f957d607118dbf10a5e293" alt="Conversation Flow" width="929" height="489" data-path="images/conversation-flow.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/bubblav-e553cf80/nhelQxnCmiOq_LRR/images/conversation-flow-dark.png?fit=max&auto=format&n=nhelQxnCmiOq_LRR&q=85&s=230f1ce55b028a6830c2a0b1b88d21b1" alt="Conversation Flow" width="970" height="506" data-path="images/conversation-flow-dark.png" />
</Frame>

### Flow Paths

The diagram shows:

| Stage                  | Description                                          |
| ---------------------- | ---------------------------------------------------- |
| **Initial Reply**      | Who responded first - Chatbot, Teammate, or No reply |
| **Chatbot Replied**    | Conversations where AI responded                     |
| **Teammate Replied**   | Conversations escalated to human agents              |
| **Closed by Chatbot**  | Resolved by AI alone                                 |
| **Closed by Teammate** | Resolved by human agent                              |
| **Abandoned**          | Visitor left without resolution                      |

### What to Look For

* **High "No Reply" rate**: Check if your chatbot is responding correctly
* **High "Abandoned" rate**: Visitors may not be finding helpful answers
* **High "Teammate Replied" rate**: AI may need more training content

***

## Visitor Geography

See where your visitors are coming from with an interactive world map.

<Frame>
  <img className="block dark:hidden" src="https://mintcdn.com/bubblav-e553cf80/R3ckwS1UlR0o66Bf/images/visitor-geo.png?fit=max&auto=format&n=R3ckwS1UlR0o66Bf&q=85&s=e4732d8b20c7b29a439897c07f605055" alt="Visitor Geography" width="947" height="457" data-path="images/visitor-geo.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/bubblav-e553cf80/nhelQxnCmiOq_LRR/images/visitor-geo-dark.png?fit=max&auto=format&n=nhelQxnCmiOq_LRR&q=85&s=4a5e7f144a343bc93a54c98e6e1c80dd" alt="Visitor Geography" width="1053" height="469" data-path="images/visitor-geo-dark.png" />
</Frame>

### Features

* **World map visualization**: Color-coded by conversation volume
* **Top 10 countries**: List with conversation counts and flags
* **Click for details**: View specific country statistics

### Use This To

* **Understand your global audience**: See if you're reaching target markets
* **Plan multilingual support**: High traffic from non-English countries may need translated content
* **Optimize support hours**: Schedule agents for time zones with most traffic
* **Tailor content**: Create region-specific answers for common questions

***

## Top Unanswered Questions

See specific questions that the AI failed to answer or answered with low confidence.

### What's Shown

| Column        | Description                            |
| ------------- | -------------------------------------- |
| **Question**  | The exact question asked by visitors   |
| **Frequency** | How many times this question was asked |
| **Reason**    | Low confidence or bad rating           |
| **Last Seen** | When this question was last asked      |

### Actions

For each unanswered question, you can take action:

| Action       | Description                                            |
| ------------ | ------------------------------------------------------ |
| **Add Q\&A** | Create a manual Q\&A entry directly from this question |
| **Dismiss**  | Hide questions you've already addressed                |

<Steps>
  <Step title="Click Add Q&A">
    The Q\&A dialog opens with the question pre-filled
  </Step>

  <Step title="Write Your Answer">
    Provide a clear, helpful response
  </Step>

  <Step title="Save">
    The question is removed from your list and added to your knowledge base
  </Step>
</Steps>

<Tip>
  Review this report weekly. Each question you address improves your AI Resolution Rate and reduces agent workload.
</Tip>

***

## Conversations with Bad Feedback

Review conversations where users gave negative ratings (thumbs down).

### What's Shown

| Column                 | Description                 |
| ---------------------- | --------------------------- |
| **Visitor Email**      | Email address (if provided) |
| **Country**            | Visitor location with flag  |
| **Bad Feedback Count** | Number of negative ratings  |
| **Last Feedback**      | When the rating was given   |

### Click to View

Click any conversation to see the full chat history and understand what went wrong.

### Common Issues to Look For

1. **Incorrect information**: AI gave wrong answers - update your knowledge base
2. **Missing information**: AI couldn't answer - add content for these topics
3. **Tone issues**: Response style didn't match expectations - adjust your AI persona
4. **Loop responses**: AI repeated itself - simplify your content structure

***

## Leads Captured

View and manage all captured leads from conversations.

| Column          | Description                                               |
| --------------- | --------------------------------------------------------- |
| **Email**       | Visitor's email address                                   |
| **Source**      | Where the lead came from (newsletter, contact form, etc.) |
| **Country**     | Visitor location (flag)                                   |
| **Captured At** | When the conversation started (local time)                |

### Exporting Leads

Use the **Export Report** button to download all leads as CSV for import into your CRM or email marketing tools.

***

## Most Visited Links

Track which links users click most frequently within the chat.

| Column           | Description                 |
| ---------------- | --------------------------- |
| **URL**          | The link destination        |
| **Link Text**    | What the link said          |
| **Click Count**  | Total clicks                |
| **Latest Click** | Most recent click timestamp |

### Use This To

* **Identify popular resources**: See what information visitors find most useful
* **Optimize link placement**: Feature high-performing links more prominently
* **Improve descriptions**: Better link text leads to more clicks
* **Track conversions**: See if visitors are clicking to key pages (pricing, signup, etc.)

***

## Pro+ Best Practices

<AccordionGroup>
  <Accordion title="Weekly AI Performance Review">
    Every week, spend 15 minutes reviewing:

    1. Top Unanswered Questions - add content for the top 3
    2. Bad Feedback Conversations - identify patterns
    3. Confidence Score trends - ensure it's stable or improving
  </Accordion>

  <Accordion title="Monthly ROI Reporting">
    Use the Cost Savings metric to build monthly reports:

    * Screenshot the dashboard with date range set to last month
    * Compare to previous months to show growth
    * Share with stakeholders to demonstrate value
  </Accordion>

  <Accordion title="Optimize for Geography">
    If you see significant traffic from specific countries:

    * Consider adding content in local languages
    * Adjust support hours for those time zones
    * Create region-specific Q\&A entries
  </Accordion>

  <Accordion title="Reduce Transfer Rate">
    High transfer rates indicate AI gaps:

    1. Review transferred conversations
    2. Identify common topics requiring human help
    3. Add detailed content for those topics
    4. Create Q\&A entries with specific answers
  </Accordion>
</AccordionGroup>

***

## Next Steps

<CardGroup cols={2}>
  <Card title="Q&A Management" icon="message-question" href="/user-guide/knowledge/q-a">
    Add answers for unanswered questions
  </Card>

  <Card title="Content Gaps" icon="magnifying-glass" href="/user-guide/knowledge/content-gaps">
    AI-suggested content improvements
  </Card>

  <Card title="Live Support" icon="headset" href="/user-guide/live-support/overview">
    Handle escalated conversations
  </Card>

  <Card title="Free Reports" icon="chart-simple" href="/user-guide/reports/free">
    Review basic metrics available to all plans
  </Card>
</CardGroup>