> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chatref.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Every Number Explained

> A plain-English guide to every stat in your Insights dashboard and what counts as answered.

Insights shows a row of stat cards at the top. Here's what each one means, in
plain English. None of them need any setup – your bot fills them in as visitors
chat.

## The stat cards

| Metric               | What it means                                                                                                        |
| -------------------- | -------------------------------------------------------------------------------------------------------------------- |
| **Conversations**    | Total chats in the time range. Every visitor who opened your bot and said something.                                 |
| **Question rate**    | The share of chats where the visitor actually asked something. The rest were greetings, menu taps, or idle browsing. |
| **Answered**         | Of those questions, how many your bot **fully answered on its own**. Higher is better.                               |
| **Couldn't answer**  | Questions your bot failed to handle. Lower is better – this is your fix-it list.                                     |
| **Handed to humans** | Chats where you stepped in and took over from your bot.                                                              |
| **Leads captured**   | Chats where your bot collected an email or phone number.                                                             |
| **Happy ratings**    | The share of thumbs-up out of all the chats visitors rated.                                                          |

<Info>
  **Question rate** matters because not every chat is a question. A dental clinic's
  bot gets plenty of "hi" and "thanks" – those shouldn't count for or against it.
  Question rate tells you how many chats had a real ask behind them.
</Info>

## What counts as answered?

A chat counts as **fully answered on its own** only when all three of these are
true:

* The visitor asked a **real question** – not a greeting, a menu tap, or small talk.
* Your bot **resolved it** – the question was actually handled by the end of the chat.
* It was **not handed to a human** – your bot did it on its own.

Whether the question was answered is judged by the **AI reading the chat**
(semantic) – not by the chat's status. A closed or reopened chat doesn't change
the verdict; what was actually said does.

This keeps the score honest. The **answered** and **couldn't answer** rates are
always measured against questions only – never against every chat. So a quiet day
full of "hello" and window-shopping never makes your bot look worse than it is.

## About the trend arrows

Each stat card shows a small **arrow**. It compares the current period to the
period just before it – the last 7 days against the 7 before, or the last 30 days
against the 30 before. An up arrow on **Answered** is good news; an up arrow on
**Couldn't answer** means more questions are slipping through.

## Next steps

<CardGroup cols={2}>
  <Card title="Answered vs couldn't answer" icon="comments" href="/insights/answered-vs-couldnt">
    Turn the "couldn't answer" number into a clear fix-it list.
  </Card>

  <Card title="Insights overview" icon="chart-line" href="/insights/overview">
    See how the whole dashboard fits together.
  </Card>
</CardGroup>