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Weekly report
The Monday email with last week's conversations, answers, leads and visitor feedback, plus the top knowledge gaps to close: what it contains and how to use it.
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The weekly report is a short email every Monday morning that tells you how your agents did last week and what to improve this week. It is designed to take two minutes to read, so you can keep your agents in good shape without making the dashboard a daily habit.
When it arrives
Every Monday at 08:00 in your workspace's time zone, which is UTC unless an owner or admin changes it under Leads → Notifications → Time zone. The report covers the previous seven days, Monday to Sunday.
A report is sent only for weeks with activity on your sites. If nobody chatted with your agents, there is nothing to report, and you don't get an empty email.
What it contains
The week's numbers
| Number | What it tells you |
|---|---|
| Conversations | How many visitors talked to your agents |
| Answers | How many replies agents wrote, which is also what counts toward your plan's monthly answers |
| Answered from your content | The share of answers grounded in your content, rather than "I don't know" |
| Leads | How many visitors left their contact details |
| Ratings | How visitors rated the answers, as thumbs up and thumbs down |
Most numbers show the change from the week before. Numbers are for all sites in the workspace. Conversations you have in the dashboard to test your agents aren't counted.
The top knowledge gaps
The three questions your agents couldn't answer most often last week. Each links to the dashboard, where you can answer it with a Q&A pair in a minute. See Insights and knowledge gaps.
How to read it
Look for trends rather than single numbers:
- Conversations up, leads flat? Visitors are getting answers but not taking the next step. Check your lead capture setting, or try the Always option for a few weeks.
- The share answered from your knowledge drops? Visitors are asking about something new, such as a new product or a change in pricing. The top gaps say what.
- More thumbs-down ratings? Open the rated answers in the Inbox and check their sources. Often one outdated page explains several.
- Answers close to your plan's limit? Compare with your monthly allowance. See What counts as an answer.
A ten-minute Monday routine
- Read the report.
- Close the top three gaps with Q&A pairs or page updates.
- Check that last week's leads have all been contacted. See Leads and CSV export.
- If a question keeps coming back, add it to your suggested questions or your website's navigation.
Unsubscribe
Each report has an unsubscribe link at the bottom, and you can also switch off Weekly report under Leads → Notifications → Your emails. Either way it stops weekly reports for you only; your colleagues keep theirs, and you keep getting lead emails and account emails. See Notifications.
If the report doesn't arrive although your sites had conversations, check your spam folder and see Emails not arriving.
Related: Conversations.