> Source: https://builder-docs.ema.ai/testing-operations/chat-metrics
> Title: Chat Metrics

# Chat Metrics

Metrics for chat AI Employees transform raw conversation data into actionable insights. They provide real-time monitoring, user behavior analysis, and performance optimization tools to help you continuously improve the effectiveness of your AI Employees.

## Benefits

-   **Real-Time Performance Monitoring** -- Measure usage and adoption of end-to-end workflows, including external tool calls.
-   **Monitor Feedback** -- Track positive and negative feedback rates to assess user satisfaction.
-   **Pattern Discovery** -- Identify the most relevant user actions and workflows to guide future integrations.
-   **Optimization Insights** -- Track workflow reliability and success rates. Spot high error or drop-off points to prioritize UX and reliability improvements.

## Supported Channels

Chat metrics cover conversations across all chat channels an AI Employee is deployed to:

-   **Web** -- Embedded chatbot and in-app chat.
-   **Microsoft Teams**
-   **Google Chat**

## Key Features

The Metrics Dashboard provides two categories of insights:

### 1\. Primary Metrics

Metric

Description

**Total Active Users**

Users who sent at least one message during the selected time period.

**Total User Messages**

Number of messages sent by users.

**Total Sessions**

Session counts based on platform rules. Microsoft Teams / Google Chat: new session after 24 hours of inactivity. Web: new session after 30 minutes of inactivity.

**Positive Feedback Rate**

Share of interactions that were _not_ rated negative. Computed as `1 − (negative / (positive + negative + unrated))`, so both explicit thumbs-up and interactions left unrated count as non-negative.

**Total Tool Calls**

Total number of tool calls made.

### 2\. Trend Analysis Over Time

-   **Active Users Over Time** -- Track unique user engagement trends.
-   **User Messages Over Time** -- Monitor message volume trends.
-   **Sessions Over Time** -- Understand session creation patterns based on inactivity rules.
-   **Positive Feedback Rate Over Time** -- Measure changes in satisfaction levels.
-   **Tool Calls by Status Over Time** -- Analyze completed, failed, and abandoned tool calls.
-   **Tool Calls by Tool** -- Breakdown of tool usage by integration.

## Filtering and Timeframes

All metrics are displayed in **Coordinated Universal Time (UTC)**. The date range picker supports custom start and end dates as well as the following presets:

-   Today
-   Last 7 full days
-   Last week
-   Last 14 full days
-   Last 30 full days
-   Last month
-   Last 365 full days

> [INFO]
> **Note:** "Last X full days" presets include completed days only and exclude today, so intra-day data does not skew comparisons.

## How to Use

-   The Metrics tab is **automatically enabled** for all chat-based AI Employees.
-   **No additional configuration** is required to start tracking metrics.