Usage Analytics

The Analytics page shows the topics and questions people are asking your chatbots, grouped into themes and split by audience (parents, students, staff, public). It runs on top of every conversation across your school and gives you a quick read on what’s working, what’s missing, and what changes would help.

How to Get There

From the School Dashboard, click Topics & Questions in the left sidebar under Analytics.

The Analytics page showing audience tabs and theme columns The Analytics page with audience tabs and three time windows

What You’ll See

The page is laid out as:

  1. A row of audience tabs at the top — Parents, Students, Staff, Public, Others. Only audiences that have actually asked questions show up.
  2. Three time-window columns under the selected audience:
    • Last 24 hours
    • Last 7 days
    • Last 30 days
  3. Inside each column, a list of themes (topic clusters) with a count and a couple of example questions.

The audience and time-window split lets you compare, for example, “what parents asked this week” against “what parents asked this month” so you can spot new questions or seasonal patterns quickly.

Reading a Theme

Each theme card shows:

  • Theme name — a short label summarising the cluster (e.g. “Half-term dates”, “Uniform requirements”).
  • Count — how many questions in the time window fell into this theme.
  • Examples — up to two real questions from the underlying conversations, in italics, so you can see exactly how people are phrasing things.

Themes are generated automatically from the actual questions — you don’t need to define them in advance.

Switching Audience

Click any audience tab to see the same three time windows for that group. The summary line above the columns tells you the total number of questions for the selected audience across all three windows.

If a theme appears for parents but not for staff (or vice versa), that’s a strong hint about who needs more support on a given topic.

When Analytics Updates

Themes are computed by an overnight job. The first time you set up Ask.School and start using chatbots, the page will be empty — you’ll see:

No analytics yet. Topic clusters appear here after the next overnight run. Once your chatbots have been used for a day, this page will show what people are asking about.

After the first overnight run, the page populates and refreshes daily. The “Last 24 hours” window covers the most recent 24 hours up to that run.

Putting It to Use

A few patterns worth watching for:

  • Repeated questions you have a clear answer to — add a School Knowledge entry so the chatbot answers consistently.
  • Repeated questions linked to a webpage — add the page in Website Content so the chatbot can cite it.
  • Questions about staff names, room numbers, or classroom-specific details — make sure the relevant terms are in your School Knowledge or PII Whitelist so the chatbot can use them safely.
  • Themes that look like complaints or confusion — flag them with the relevant team. The Analytics page is a good early-warning signal.

Good to Know

  • Analytics is admin-only. It draws on the full conversation history across your school, including conversations the admin user wasn’t part of.
  • Personal data in conversations is anonymised and aggregated before being clustered into themes — you won’t see student names in the example questions.
  • Anonymous (logged-out) chats from public chatbots show up under the Public audience.
  • The “Others” audience covers any logged-in users who don’t fall into the standard parent/student/staff groupings.

Next Steps