Channel Usage Analytics
Channel Usage Analytics shows where a Peer is being used across connected channels. Use it to compare WebChat, Slack, WhatsApp, direct chat, and other channel traffic without leaving Studio.
What this is
The Channel Usage view summarizes message volume and conversation activity for each channel connected to a Peer. It helps workspace owners and operators understand where users actually interact with a Peer after it is published.
When to use it
Use channel analytics when you need to:
- Check whether a newly launched channel is receiving traffic.
- Compare adoption across WebChat, Slack, WhatsApp, and direct chat.
- Spot inactive or underused channels.
- Decide where support, staffing, or workflow tuning should happen first.
- Review whether a channel rollout is growing over time.
Before you start
Make sure:
- The Peer has at least one connected channel.
- The channel has received user messages.
- You have permission to view Peer analytics.
- The Peer is not only being tested in draft mode, unless you expect test traffic only.
Steps
- Open Studio.
- Go to Peers.
- Select the Peer you want to review.
- Open the Channel Usage or analytics area.
- Review each channel's message count, conversation count, and share of total traffic.
- Compare the top channel with lower-traffic channels to understand where users prefer to interact.
Metrics
Each channel can show:
| Metric | What it means |
|---|---|
| Message count | User messages received through that channel |
| Conversation count | Distinct conversations started or continued through that channel |
| Traffic share | The channel's percentage of the Peer total |
| Channel name | The connected surface, such as WebChat, Slack, WhatsApp, or Direct |
Review the result
Look for patterns rather than a single number:
- A high message count with few conversations can mean a smaller set of users is very active.
- Many conversations with low message volume can mean the channel handles short questions well.
- A channel with no activity may need setup verification, rollout communication, or removal.
- A sudden spike can indicate a campaign, incident, or external event that increased demand.
Troubleshooting
No statistics are showing
Check that the Peer has received messages through the channel. If the channel was just added, send a test message and refresh the Peer analytics view.
A channel is missing
Open the Peer's Channels settings and confirm the channel is still connected and enabled. Removed or disabled channels may not appear in the active channel list.
Counts look lower than expected
Confirm which environment and Peer version you are viewing. Test traffic, archived conversations, or a recently changed channel setup can make the totals look different from what you expect.
One channel dominates the traffic
This is not always a problem. Compare it with your rollout plan. If the dominant channel is intentional, focus on optimizing that channel. If it is not, review whether other channels are visible to users and working correctly.
Related product pages
- Channel Configuration - Set up channels for a Peer
- Webchat Channel - Embed chat on a website
- Peer Settings - Configure Peer behavior
- Developer Hub - API and SDK documentation