Contact Analytics

Admin / Owner Only

Open the More group at the bottom of the sidebar and click Analytics. Every figure on the page covers the current calendar month so far, and contacts classified as bots are left out of every breakdown.

The KPI row

Card	What it counts
Total Contacts	Every contact your company has, bots excluded
New Contacts	Contacts created this month, with the change against the same figure last month
Contacted	Contacts that have exchanged at least one message — the rest are still widget visitors
Avg Lead Score	Mean score across contacted contacts only, so silent visitors never drag it down
Unassigned	Contacts with no agent on them. Turns red once they pass 20% of this month's new contacts
Filtered	Contacts identified as bots. The card is hidden when there are none

The breakdowns below it

Platform Breakdown, Top Countries, Languages, Top Referrers — the ten largest values in each, with a share of your non-bot contacts
Top Landing Pages — the page each contact first arrived on, with an average lead score per page. A page with three leads at score 56 is worth more than one with ten leads at score 4
Lead Score Distribution — five buckets from 0-20 to 81-100
Lead Source Attribution — UTM sources, with a Campaigns tab for utm_campaign, each with its own average score
Lead Recency — when each contacted lead was last seen: under 24 hours, 1-7 days, 7-14 days, or 14 days and older
Contact Conversion — visitors against contacts who wrote in, plus the rate between them
Message Activity — inbound messages by hour of day, for staffing decisions

Pro Tip: The Message Activity bars are relative, not absolute. The busiest hour of the month is set to 100% and every other hour is scaled against it, so the chart shows you the shape of your day rather than message counts.

Contact Analytics dashboard showing the KPI row, platform and country breakdowns, top landing pages and lead score distribution

Success Check: You can name the page and the campaign that brought in your highest-scoring contacts this month.

Employee Productivity

Owner Only

Open the More group in the sidebar and click Productivity. Four cards sit across the top, a per-agent table below them, and a totals row at the bottom.

Card	What it means
Total Messages	Every outbound message sent this month, with the change against last month
Active Employees	How many people are on the team — not how many are online right now
Avg Response Time	Labelled Excellent under a minute, Good under five minutes, Needs work above that
SLA Compliance	Share of measured replies that landed inside the first-response target, with the target printed underneath

The Employee Performance table repeats those numbers per agent: Messages sent this month, Contacts currently assigned to them, Notes edited this month, Convos they resolved this month, then Avg Resp and SLA.

Three things about this page catch people out:

The page runs on two clocks

Messages, Notes and Convos cover the current month. Avg Resp and SLA roll up the last eight weeks, so a bad week keeps showing after the month turns over.

Total Messages includes your automation

AI first-responder answers and auto-replies are outbound messages with no agent attached. They count toward Total Messages and Avg per Employee, but never toward anyone's Messages column — so the two will not add up while automation is answering.

Only a human reply stops the response clock

Response time runs from the customer message that left a conversation waiting until an agent sends a reply. An AI answer in between does not stop it, so a heavily automated inbox can show a slow Avg Response Time while customers are getting instant replies.

The SLA target shown on the card and in the totals row comes from your normal-priority SLA policy's first-response target, falling back to five minutes when you have not set one. Each individual reply is judged against the target for that conversation's own priority. See the SLA guide to change them.

Pro Tip: This page is cached for five minutes. If a number looks stale right after a busy hour, wait rather than reloading.

Employee Productivity dashboard with the four KPI cards, the per-agent performance table and the totals row

Success Check: You can see each agent's reply volume, response time and SLA compliance side by side.

What the Widget Tracks

The widget records exactly one event type:

Event	When it fires	Data collected
page_view	Each page load and every SPA route change	URL, page title, referrer hostname, session ID, visitor ID

Page views arriving from a contact you have marked as a bot are discarded on receipt, which is what keeps crawler traffic out of both the timeline and the Contact Analytics breakdowns.

Pro Tip: There is no scroll tracking, click tracking, section tracking, or custom event API. If you previously used data-cv-track, data-cv-section, or window.Converge.track(), those are no-ops now and can safely be removed.

Success Check: Page views start recording automatically once the widget is installed — no configuration needed.

Privacy & Compliance

Page tracking is designed to collect the minimum data needed to give your support team useful context:

Do Not Track respected

If the visitor's browser sends a Do Not Track signal, no page-view events are recorded or sent.

No third-party cookies

The visitor ID lives in first-party storage on your domain. Nothing is shared with third parties.

First-party data only

Page views are stored on your Converge instance and tied only to the visitor's session and the conversation they eventually open.

Data minimization

Only URL, page title, and referrer hostname are collected. No keystrokes, no form contents, no mouse movement.

Short retention

Raw page-view events are deleted seven days after they are recorded, by a cleanup job that runs nightly at 03:30 UTC.

Note: You should still include analytics disclosure in your site's privacy policy and implement cookie consent banners as required by your jurisdiction.

Success Check: Tracking respects Do Not Track, keeps all data on your own instance, and drops it after seven days.

How Page Tracking Works

On every URL change the widget posts a single page_view to your backend. No batching, no queue, no localStorage buffering — one navigation, one HTTP request.

SPA (Single Page Application) support

If your site is a React, Vue, Next.js or other SPA, the widget detects virtual page changes by:

Listening to popstate events (browser back/forward)
Intercepting history.pushState and history.replaceState

Pro Tip: No configuration needed for SPAs. Each route change is recorded as a separate page_view.

The Session Timeline

Page views appear inside each contact's panel as a session-grouped timeline, giving your team context the moment a conversation starts.

1
Open a conversation with a widget contact
The tab is there for anyone who arrived through the chat widget, and for any contact carrying lead data such as a source page or a UTM tag.
2
Click Activity
It sits next to Details along the top of the contact panel on the right.
3
Read the summary
Sessions, Page Views and Total Time sit above a Top Pages list and the referrer that sent them.
4
Click a session to expand it
Sessions start collapsed, showing only when they began, how long they ran and how many pages they covered. Expanding one lists those pages in order with titles and times.

A session is one browser tab

The session ID lives in the tab's own storage, so opening your site in a second tab starts a second session and closing the tab ends the first one.

Pre-chat browsing is included

Events are matched by visitor ID as well as contact ID, so the pages someone read before they ever typed a message still appear on their timeline.

It is a rolling seven-day window

The panel loads the 100 most recent page views, and events older than seven days have already been deleted. Treat the timeline as live context for an open conversation, not as a history you can audit months later.

Activity tab showing the session summary, top pages, and one session expanded into the pages the visitor viewed before starting a conversation

Success Check: You can now see the visitor's browsing path directly inside the conversation.

Best Practices

Keep page titles meaningful

The timeline displays the page title for each view. Use descriptive <title> tags so the timeline tells a clear story.

Tag your campaigns

Lead Source Attribution reads utm_source and utm_campaign off the landing URL. Links you never tagged land in no row at all, which is the usual reason that panel looks emptier than your ad spend suggests.

Use clean URLs

Avoid tracking-only query strings on internal links — they make the timeline noisier without adding value.

Respect user privacy preferences

Do Not Track is honoured for you. If your site uses a consent banner, hold off loading the widget script until consent is granted.

Read Your Analytics: Contacts, Team and Visitor Sessions