InSite gives you visibility into how visitors are engaging with your agent and how your account usage tracks against its limits. This article covers the engagement report and where to find usage information across your account.
Quick Reference (Advanced Users) - Click to Expand
- The report tab is accessible from the agent detail page (Web Agents listing > agent name).
- The report includes a date range filter, a Sankey chart of engagement flow, and a full conversation list for the selected period.
- Conversations that have been matched to a known contact are linked directly to that contact record.
- You can download the conversation list for the selected date range.
- Account-level usage is shown across two places: the Web Agents listing (conversations and visible agent count) and the Knowledge Sources listing (page count and storage).
Viewing the engagement report
To open the report, navigate to InSite > Web Agents, click your agent's name, and select the Report tab.
Use the date range filter at the top of the report to focus on a specific period. All data on the page — the chart, metrics, and conversation list — reflects the selected range.
Engagement summary
The report shows key engagement metrics for the selected period, including the number of links clicked and forms submitted.
The Sankey chart visualizes the visitor engagement flow:
- How many visitors opened the agent chat
- Of those, how many submitted a message vs. did not
- Of those who submitted a message, how many continued the conversation
This gives you a quick read on where visitors are dropping off and how deeply they are engaging.
Conversation list
Below the chart, the report lists all conversations from the selected period. Each row shows summary information about the conversation and links to the full thread, which opens in a preview panel.
If a visitor was identified as a known contact — through a form submission, email clickthrough, or beacon cookie match — the conversation is linked to their contact record.
To export the list, click Download. The export reflects the conversations in your current date range.
Understanding your account usage
Usage information is spread across two areas in InSite.
Web Agents listing
The listing page shows your account's annual conversation limit and how many conversations have occurred so far this year. It also shows how many agents you are allowed to have visible at once and how many are currently set to visible.
Knowledge Sources listing
The knowledge Sources listing shows your account's limit for total pages collected and total storage, along with your current usage for each.