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Analytics

Understanding and optimizing the performance of Chatform is crucial to achieving the best results. In this documentation, we’ll walk you through the analytics page, explain the different statistics available, and guide you on how to use these insights to continuously improve your automation rate.

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Automation Rate

The main chart on the analytics page highlights the most critical metric—the automation rate. This is the shared goal we strive to improve with Chatform, as it directly reflects the efficiency of the automation. The automation rate is calculated by excluding escalated and delegated tickets from the total number of tickets: