The use of Statistics

The use of statistics is essential for every Watermelon user. By regularly analyzing your statistics, you can continuously optimize and automate your AI Agent. In this article, we explain how to do this.

What does the overview show?

In the Insights dashboard, you’ll find key metrics about your conversations:

• All chats: The total number of conversations.

• Transferred chats: The number of conversations handed over to a human.

• Automation rate: The percentage of chats fully handled by the AI Agent.

• Average response time: How long it takes on average for a chat to be picked up.

• Average handling time: The time it takes to fully complete a chat.

• Time distribution: A visual breakdown of chats during office hours and outside office hours.

Creating custom reports

You can now create custom reports to get more detailed insights into the performance of your AI Agent and team. You decide what data to include:

1. AI Agent(s) – View statistics for one or more AI Agents.

2. User(s) – Filter by specific team members to analyse live chat data.

3. Channel(s) – See which widgets or channels were used (data available from July 11, 2025).

Use this to:

• Analyse performance per support agent.

• Evaluate the effectiveness of specific widgets or channels.

• Compare automation rates between different AI Agents.

Exporting reports

Want to share your data with colleagues or use it in a presentation? Click the three dots (⋮) in the top-right corner and select Export. You’ll receive a clear file containing the selected statistics.

Filtering by dates and segments

At the top of the screen, you can easily apply filters:

• Choose a specific date range (e.g. last week, last month, or a custom period).

• Select AI Agents, users, and channels (within custom reports).

This helps you quickly find the data that matters—without digging through all the stats.