Overview

Q: Why is Active Sessions higher than the number of conversations I see?

Active Sessions on Dashboard › Overview counts every “Widget Opened” event in the range, one each time the chat widget starts its chat connection for a visitor. It counts events, not people or conversations, so a visitor who opens the chat on several pages is counted on each.

Q: Why are my at-risk customers not in the table on Performance?

The Customer Health Scores table on Dashboard › Performance lists only the ten customers with the highest scores. The At-Risk Customers tile counts every customer active in the range, so most of the customers it counts do not appear in that table.

Q: Is my date range shared with my colleagues?

No. The range you pick on Dashboard › Overview is stored in your browser only. It follows you to the other Dashboard pages and is still set next time in the same browser, but colleagues and your other devices keep their own range.

For: Account owners, support leads and anyone who checks how the assistant is doingRequires: Any signed-in user; no plan, role or feature flagScreenshots show sample data

The Overview page is the first thing you see after signing in to StrikeUp: four headline numbers, the messages exchanged each day and how far visitors get through your chat widget, all for one period you choose. Use it to spot in a few seconds whether something needs attention, then go to the other Dashboard pages for the detail. It lives at DashboardOverview, and everyone in your workspace can open it.

What you can do here

Read the four headline numbers. The tiles show how often the chat window was opened, the share of sessions whose visitor got a successful tool call, the share of thumbs-down votes and the number of customers whose health score is below 80. Read the headline tiles.
Follow message activity. A stacked bar chart shows the messages visitors sent and the replies the assistant gave, day by day or hour by hour. Follow message activity.
See how far visitors get. The engagement funnel counts widget loads, chat-window opens, messages sent and tool calls in the range. Read the engagement funnel.
Change the period. Pick the last 7, 14 or 30 days, or any range of days up to today, and every tile and chart reloads. The choice carries over to the other Dashboard pages. Change the period.
Reload the numbers. Fetch the latest data without leaving the page. Refresh the numbers.

The screen at a glance

The Overview page of the StrikeUp dashboard as it opens, with the default range "Last 7 Days". In the header, at the right, the highlighted range drop-down shows "Last 7 Days", next to the calendar button "Sep 9 – Sep 15" and the "Refresh" button. Below are four tiles: "Active Sessions" 1975, "Resolution Rate" 81% with an up arrow and "Conversations resolved", "Negative Feedback" 7% (Share of total feedback) and "At-Risk Customers" 33 (Need attention). Underneath, the "Messages" bar chart stacks user and assistant messages per day from Sep 9 to Sep 15, and the "Engagement Funnel" card lists Widget Loaded 8561, Widget Opened 1975, Message Sent 1639 and Tool Executed 1351. The drop-down changes the period for every tile and chart on the page. — Overview opens on the last 7 days; the range drop-down in the header sets the period for every tile and chart.

Region	What it shows	What you do there
Header, left	The page title Overview	—
Header, right	The range drop-down, the calendar button with the dates in force, and Refresh	Change the period, reload the data
Tile row	Active Sessions, Resolution Rate, Negative Feedback, At-Risk Customers	Read the headline numbers
Messages, left	Visitor messages and assistant replies per day or hour	Hover a bar for the exact count
Engagement Funnel, right	Four widget events with their counts and percentages	Compare each stage with the first

Change the period

The range applies to every tile and chart on the page, and to the other Dashboard pages too.

Open DashboardOverview. The page opens on the range you used last in this browser, or on Last 7 Days the first time.
To use a preset, open the range drop-down at the top right and pick Last 7 Days, Last 14 Days or Last 30 Days. Every tile and chart reloads straight away, and the calendar button shows the new dates.

Pick Last 14 Days and every tile and chart reloads for that period; the choice carries over to the other dashboard pages.
What this screenshot shows
Screen
Overview (/admin/dashboard/overview)
Highlighted
combobox “Last 14 Days”, header-right, Last 14 Days selected. reloads every tile and chart for the last 14 days and remembers the choice in this browser
Also visible
Calendar button: Sep 2 – Sep 15; Messages chart with 14 daily bars; KPI tiles recalculated for 14 days
Purpose
changing the dashboard period with a preset
To use your own dates, select the calendar button next to the drop-down, which shows the dates in force, such as “Sep 9 – Sep 15”. Pick the first day, then the last day. The range applies as soon as you pick the second day, and the drop-down switches to Custom.

Open the calendar to pick a custom range; choose the first day, then the last day. Future days cannot be picked.
What this screenshot shows
Screen
Overview (/admin/dashboard/overview)
Highlighted
button “”, header-right, expanded, calendar open. picking a start and an end day applies a custom range
Also visible
Calendar for September 2026 with 9–15 September selected; Days after 15 September disabled; Previous/next month arrows and a month/year switch
Purpose
choosing a custom date range for the dashboard

Example: to see the week of a product launch, open the calendar, pick Monday 7 September and then Sunday 13 September. The tiles now count only those seven days.

Things that surprise people:

Choosing Custom in the drop-down does nothing on its own. The range changes only when you pick two days in the calendar.
If you pick the later day first, StrikeUp swaps the two days for you.
Days after today are greyed out and cannot be picked.
A day is a UTC day, from midnight to midnight UTC. A preset such as Last 7 Days means today and the 6 days before it, worked out again every time you open the page.
When your range covers one or two days, the message chart switches from daily to hourly bars.

Read the headline tiles

The four tiles summarise the range in single numbers. Each shows ”—” until its data has loaded.

Tile	What it counts	Example
Active Sessions	Every “Widget Opened” event in the range: one each time the chat widget starts its chat connection for a visitor. Reconnecting after a dropped connection does not count again. It is the same number as the second stage of the engagement funnel. The line under it names the range.	1975 in the last 7 days
Resolution Rate	The share of chat sessions started in the range whose visitor had at least one successful tool call in the range, rounded to a whole percent. The line under it reads Conversations resolved.	81%: 81 of every 100 new sessions belong to a visitor with a successful API call
Negative Feedback	Thumbs-down votes divided by all votes on assistant replies in the range, rounded to a whole percent.	7%: 7 of every 100 votes were thumbs-down
At-Risk Customers	Every customer with a chat message in the range whose health score is below 80, that is with the status At Risk or Churning.	33 customers

How the tiles behave:

Active Sessions counts events, not people. A visitor who opens the chat on three pages counts three times.
Resolution Rate is about tool calls, not about whether the question was answered. A session counts when its visitor had any successful tool call in the range, even one made in another of that visitor’s sessions. A conversation the assistant answered from your knowledge base, without calling your API, does not count. With no sessions in the range, the tile shows 0%.
The arrow on Resolution Rate is a threshold, not a trend. It points up at 50% and above, and down below 50%, whatever the previous period was.
Negative Feedback shows 0% when nobody voted. Check the feedback chart on Performance to tell “no complaints” from “no votes”.
At-Risk Customers counts everyone active in the range. The customer table on Performance lists only the ten highest scores, so most of the customers counted here are not in that table. How the score is worked out is on the Performance page.

Follow message activity

The Messages chart stacks two series for each day: messages your visitors sent (blue, at the bottom) and replies from the assistant (yellow, on top). The count is printed inside each part of a bar.

The "Messages" card on the Overview page, headed "Activity · Last 7 Days". A stacked bar chart shows one bar per day from Sep 9 to Sep 15; the lower blue part of each bar is messages sent by visitors and the upper yellow part is replies from the assistant, with the count printed inside each part, for example 801 and 835 on Sep 9. The pointer rests on the blue part of the Sep 14 bar, and a tooltip reads "Sep 14" and "User Messages: 768". Hovering any part of a bar shows its day, its series and its exact count. — Hover a bar to see the exact count; blue is visitor messages and yellow is assistant replies.

Hover any part of a bar. A tooltip shows the day, the series and the exact count, such as “Sep 14” and User Messages: 768.
Compare the two parts. They are usually close, because the assistant answers each visitor message; a much shorter yellow part means visitors wrote without getting replies.

The chart counts every stored chat message from visitors and from the assistant, in every chat of the range. System and tool messages are not counted. The series names, User Messages and Assistant Messages, are in English in every language. For a range of one or two days the bars are hourly, and the labels show your local time. A day with no messages shows as an empty slot, not as a gap in the axis.

Read the engagement funnel

The Engagement Funnel card follows visitors from the moment the widget appears on a page to the moment the assistant calls your API. Each stage shows its event count in the range and its share of the first stage.

The "Engagement Funnel" card on the Overview page, headed "Funnel", for the last 7 days. It lists four stages from top to bottom, each with its event count and its share of the first stage: "Widget Loaded" 8561 at 100%, "Widget Opened" 1975 at 23%, "Message Sent" 1639 at 19% and "Tool Executed" 1351 at 16%. The percentages above 50% are green and the lower ones amber. Each count is the number of events in the range, not the number of different visitors. — The funnel counts widget events in the range; each percentage compares a stage with Widget Loaded.

Stage (shown in English)	One event is counted when	Example count and share
“Widget Loaded”	The widget is loaded on a page and checks its access token	8561 · 100%
“Widget Opened”	The widget starts its chat connection for a visitor; reconnects do not count	1975 · 23%
“Message Sent”	A visitor sends a message	1639 · 19%
“Tool Executed”	The assistant runs a tool, that is calls one of your API endpoints, in a chat	1351 · 16%

How to read it:

Every percentage compares with “Widget Loaded”, not with the stage just above it. In the example, 1639 ÷ 8561 = 19%.
Percentages above 50% are green, the others amber.
Counts are events, not people. One visitor who sends five messages adds five to “Message Sent”. A stage can therefore be larger than the one above it, and its percentage can go over 100%, for example when visitors send many messages per opened chat.
When “Widget Loaded” is 0, every percentage shows 0%.
With no widget traffic in the range, the card shows four stages with 0 rather than an empty message.

Refresh the numbers

Select Refresh at the top right. Every tile and chart fetches its data again for the same range, and each card shows a small spinner while it reloads. The page has no automatic refresh: it shows the data as it was when you opened it, selected Refresh or changed the range.

Every control, explained

Range drop-down

Where

The first control at the top right of the page. It changes the range the moment you pick an option; there is nothing to save.

What

Offers Last 7 Days (the default), Last 14 Days, Last 30 Days and Custom. A preset always ends today and is worked out again each time you open the page. Custom shows when you have picked your own dates; picking it yourself does nothing until you choose dates in the calendar. The choice is stored in this browser and applies on Usage, Performance and AI Spend too.

Why

Most questions are about “lately”. The presets answer them in one click and keep moving with the calendar, so a bookmark always shows the current week.

Calendar button

Where

Next to the range drop-down. Its label is the range in force, such as “Sep 9 – Sep 15”, in English date format in every language.

What

Opens a month calendar. Pick a first and a last day; both are included. The range applies when you pick the second day. Arrows move between months, and the month name opens a month and year view for jumping further back. Days after today are greyed out. There is no earliest date and no maximum length.

Why

Use it to look at a specific period, such as a launch week or the month before a contract renewal.

Refresh

Where

The Refresh button at the top right.

What

Fetches every tile and chart again for the same range. Each card shows a spinner while it reloads. The button’s own spinner stops almost at once; the card spinners show the real progress.

Why

The page does not update on its own. Refresh after a test chat or a busy hour to see the latest figures.

Ask strikeUp button

Where

At the top right, before the range drop-down, only when the StrikeUp assistant built into the admin app is set to open from buttons on the page. It is labelled Ask strikeUp.

What

Opens the assistant with an opening message that offers to summarise what stands out on the dashboard or to dig into one metric. When the built-in assistant opens another way, the button is not shown.

Why

A quick way to ask what a number means without leaving the page.

Headline tiles

Tile	What it shows	Why
Active Sessions	“Widget Opened” events in the range, with the range name below	A quick measure of how often visitors start a chat
Resolution Rate	Sessions started in the range whose visitor had a successful tool call, as a whole percent, with an up arrow at 50% or more and a down arrow below	Shows whether visitors get to the point where the assistant acts in your product
Negative Feedback	Thumbs-down votes as a share of all votes, whole percent; 0% when there are no votes	An early sign that answers are getting worse
At-Risk Customers	Customers active in the range with a health score below 80	Tells you how many customers to look at on Performance

Messages chart

Where

The wide card under the tiles, headed Activity and the range name, titled Messages.

What

Stacked bars per UTC day, or per hour for a range of one or two days: visitor messages in blue, assistant replies in yellow. Hover a bar part for its exact count. Day labels use the English month format in every language.

Why

Shows when your visitors are busiest and whether every visitor message got a reply.

Engagement funnel

Where

The narrow card to the right of the message chart, headed Funnel and titled Engagement Funnel.

What

Four stages, “Widget Loaded”, “Widget Opened”, “Message Sent” and “Tool Executed”, in English in every language. Each has its event count and its share of “Widget Loaded”, green above 50% and amber otherwise. Nothing on the card is clickable.

Why

Shows where visitors drop off: a widget that loads but is rarely opened needs a better trigger or position; chats that rarely reach a tool call may need better skills or toolkit descriptions.

What you need to know

Topic	Fact
Read-only	Nothing on this page changes your setup or what visitors see.
Who sees it	Every signed-in user of your workspace, whatever their role. End customers never see it.
Range is per browser	The range is stored in your browser, not in your account. Colleagues and your other devices keep their own.
UTC days	Each day starts and ends at midnight UTC. If you are west of UTC, day labels read one day earlier than the UTC day they count, and messages from late in your evening count towards the next day.
Live data	Every load, range change and refresh reads the current data. Nothing is cached or stored as a snapshot.
Counting	The funnel and Active Sessions count events; At-Risk Customers counts customers; Resolution Rate counts sessions.
Sample data	If StrikeUp has added sample records to your workspace for a demonstration, they are counted on this page.
Cost	Viewing the page makes no requests to AI models and costs nothing.

Frequently asked questions

The tiles

Why is Active Sessions higher than the number of conversations I see?

Active Sessions on DashboardOverview counts every “Widget Opened” event in the range, one each time the chat widget starts its chat connection for a visitor. It counts events, not people or conversations, so a visitor who opens the chat on several pages is counted on each.

What does Resolution Rate mean?

Resolution Rate is the share of chat sessions started in the range whose visitor had at least one successful tool call, that is a successful call to one of your API endpoints, in the same range. It does not record whether a person confirmed the question was solved, and answers given without calling your API do not count.

Why is the arrow on Resolution Rate pointing down when the rate went up?

The arrow on the Resolution Rate tile does not compare periods. It points up whenever the rate is 50% or more and down whenever it is below 50%, so a rise from 30% to 40% still shows a down arrow.

How is Negative Feedback worked out?

Negative Feedback divides the thumbs-down votes on assistant replies in the range by all thumbs-up and thumbs-down votes in the range, and rounds to a whole percent. Each visitor can vote once per reply. When nobody voted, the tile shows 0%.

Who counts as an at-risk customer?

At-Risk Customers counts every customer who sent a chat message in the range and whose health score is below 80, that is everyone with the status At Risk (50 to under 80) or Churning (under 50). The score and the customer table are on DashboardPerformance.

Why are my at-risk customers not in the table on Performance?

The Customer Health Scores table on DashboardPerformance lists only the ten customers with the highest scores. The At-Risk Customers tile counts every customer active in the range, so most of the customers it counts do not appear in that table.

The charts

Why do the funnel percentages go over 100%?

Each stage of the Engagement Funnel counts events, and every percentage compares the stage with “Widget Loaded”. When visitors send several messages per loaded widget, “Message Sent” can be larger than “Widget Loaded”, and its percentage goes over 100%.

Why are the funnel stage and series names in English?

The stage names in the Engagement Funnel and the series names User Messages and Assistant Messages in the Messages tooltip come from the server in English, so they read the same in every language the admin app offers. Chart dates also always use the English month format.

Why do the day labels look one day off?

The Dashboard counts UTC days, from midnight to midnight UTC. Day labels are shown in your browser’s time zone, so if you are west of UTC, such as in the Americas, each label reads one day earlier than the UTC day it counts. East of UTC the labels match.

The date range

Is my date range shared with my colleagues?

No. The range you pick on DashboardOverview is stored in your browser only. It follows you to the other Dashboard pages and is still set next time in the same browser, but colleagues and your other devices keep their own range.

Why can’t I pick tomorrow’s date?

The calendar on every Dashboard page greys out days after today, because there is no data for them yet. If you are west of UTC, the last hours of your local evening already belong to the next UTC day and appear once that day can be picked.

How often does the Overview update?

DashboardOverview reads live data when you open it, change the range or select Refresh. It has no automatic refresh, so a page left open shows the figures from the moment it last loaded.

Can I click a tile to see the detail?

No. The tiles and the funnel on DashboardOverview are not clickable. For detail, go to DashboardPerformance for customer health and feedback, or to AnalyticsFeedback for the individual votes.

Data and privacy

Who can see the Overview page?

Every signed-in user of your workspace can open DashboardOverview, whatever their role, and no feature flag hides it. Your end customers never see the Dashboard; they only see the chat widget.

Does opening the Dashboard cost anything?

No. The Overview page only reads counts from your workspace’s data. It makes no requests to AI models, so it adds nothing to the estimated cost shown on DashboardAI Spend.

Troubleshooting

Symptom	What to check
A Request failed message appears and tiles stay at ”—”	Select Refresh. If it happens again, sign out and in again, because your session may have expired. If it persists, the service may be unavailable; try again in a few minutes.
Every tile is 0 and the funnel shows four zeros	Check that the widget is embedded on a live page (ConfigureEmbed) and that visitors used it in the range. Widen the range to Last 30 Days.
Today’s latest chats are missing	If you are west of UTC, the last hours of your local evening already belong to the next UTC day. They appear tomorrow, when that day is in the range.
Resolution Rate is 0% although chats took place	The tile counts only sessions whose visitor had a successful tool call. Check AnalyticsTool runs for failed or missing API calls in the range.
Negative Feedback shows 0%	Either nobody voted, or every vote was positive. Check the feedback chart on DashboardPerformance.

Overview

What you can do here

The screen at a glance

Change the period

Read the headline tiles

Follow message activity

Read the engagement funnel

Refresh the numbers

Every control, explained

Range drop-down

Calendar button

Refresh

Ask strikeUp button

Headline tiles

Messages chart

Engagement funnel

What you need to know

Frequently asked questions

The tiles

Why is Active Sessions higher than the number of conversations I see?

What does Resolution Rate mean?

Why is the arrow on Resolution Rate pointing down when the rate went up?

How is Negative Feedback worked out?

Who counts as an at-risk customer?

Why are my at-risk customers not in the table on Performance?

The charts

Why do the funnel percentages go over 100%?

Why are the funnel stage and series names in English?

Why do the day labels look one day off?

The date range

Is my date range shared with my colleagues?

Why can’t I pick tomorrow’s date?

How often does the Overview update?

Can I click a tile to see the detail?

Data and privacy

Who can see the Overview page?

Does opening the Dashboard cost anything?

Troubleshooting

Related