Usage

Usage shows how much of your plan's allowance your experts are using, whether you are on course to run out before it refills, and who is asking what. Everything is shown as a percentage of your allowance, so you never need to work out anything yourself.

Open it from Usage under ACTIVITY in the sidebar. Clicking it opens a group with five pages: Overall, By expert, By member, By channel and By team. The page heading for Overall is Usage & Activity.

What each plan gets

On Business the four breakdowns are still listed in the sidebar, dimmed, so you can see what Professional adds. Nothing is deleted at the 30 day limit. Your usage is kept in full, and the page only decides how far back it lets you look.

Choosing a period

The date picker at the top right sets the range for every figure on the page. It opens with the last 30 days.

• Click the date to open the picker. The presets are Week to date, Month to date, Last 7 days, Last 14 days, Last 30 days, Last 90 days and Last 12 months. Presets that reach back further than your plan allows are dimmed.
• To pick your own range, click a start day on the calendar, then an end day.
• The arrows either side of the date move the whole range back or forward by its own length.
• The button next to the picker takes you back to the last 30 days, or refreshes the page if you are already there.

If you ask for dates older than your plan reports, the page starts from the oldest day it can and tells you so.

The Overall page

The top card, Your allowance, answers one question: will we run out?

• A large percentage shows how much of this period's allowance has been used, with the number of days left until it resets. A today marker on the bar shows how far through the period you are, so you can compare it with how full the bar is.
• A message beside it gives a verdict. On track means the period should end comfortably within the allowance. Cutting it fine means you are heading for about 85% or more. Running ahead of the period means you are likely to run out before it resets, and the message gives a rough date. Allowance used up means questions may be refused until it refills, and the message says when. Early in a period there is not enough to judge a pace, so you may see A new period started today or Too early to call, which lasts until three days of the period have passed. If the period is under way and nothing has drawn on the allowance, it says Nothing used yet this period. If the organisation has no plan at all, it says No active plan.
• When there is enough history, a line says how many more questions like the recent ones the allowance has room for. It is marked est. because it is an estimate.
• If your organisation has credit and you are allowed to see billing, the card also shows your balance in RM and roughly how many more questions that covers. It links to Top up, or tells you who to ask. When some credit has an end date, a line under it says how much will expire and when, for example RM 5.10 expires 12 Nov 2026. It names the batch that expires first.

If your plan has no usage cap, the card says No usage cap on this plan. Everything below is still measured.

Below that are four figures for your chosen range: Questions asked, Members active (out of your seats), Experts used (out of your live experts) and Days with activity. On Professional each one carries an arrow comparing it with the same length of time just before.

Further down, the page shows:

• On Professional, a Questions per day chart, split by expert, and a Where it goes summary with the top experts, members and channels. Each column links to the full page. A deleted tag marks an expert that no longer exists but used your plan while it did.
• On every plan, What people ask about: the questions people ask most, how many times each was asked, and the share of your allowance it used. Click a row to see who asked it, when, and what the answer was based on. The share is marked est. because it is worked out from each expert's average cost per answer. You can choose to show 5, 10 or 25 rows.

If nobody asked anything in the range, the page says so once instead of showing zeros, and offers a link to try an expert yourself.

How the percentages work

The share on each breakdown is a share of one period's allowance, measured over the range you picked. It is not the same figure as Your allowance on Overall, which counts the whole current period. If your range covers more than one period, the shares can add up to more than 100%. On a plan with no cap, shares are a share of what your workspace used in that range, and the column is called Share of usage instead of Share of allowance.

Two kinds of activity are listed as background and are not counted as questions. Memory updates are automatic updates that run after a conversation. Image reading happens inside a question that is already counted. Both still use some allowance, so you will see their share.

By expert

Which experts your questions went to. At the top are four figures: Experts used, Busiest expert, Never asked and Answered from documents. Below are a daily chart, a ring showing each expert's share, and a bar chart of questions. The list Nobody asked these names live experts that received no questions in the range. Either the people who need them do not know they exist, or they answer something nobody asks.

The experts list on the left takes you to a page for one expert. It shows that expert's questions, share, who asks it, which documents its answers came from, how it is reached, which teams use it and its most common questions. Click a person to see what they asked.

By member

Who is asking your experts questions. The figures are Members asking (out of your seats), Busiest member, Quiet seats and Questions each. A daily chart, a share ring and a bar chart follow. Quiet seats lists people who asked nothing in the range. An invite pending tag marks someone who was invited but has never signed up. The experts list on the left filters the page to one expert.

By channel

Where questions arrive from. Four figures sit at the top. Channels in use counts the channels that carried at least one question. Busiest channel gives that channel's share, with its name beneath. Busiest hour and Busiest day say when most questions arrive, and show a dash if no question in the range could be placed in time. Channels use their own names, for example Expert chat, Website widget, API, WhatsApp, Telegram, Microsoft Teams, Slack, Discord, LINE, SMS and WeChat. The table lists Channel, Questions, the share, Members and Last used. Click a row to see which experts are reached that way and who uses it. Under it, When questions arrive shows a grid of weekdays and hours, with the share asked in working hours (Monday to Friday, 9am to 6pm), after hours and at weekends.

By team

Which teams are using your experts. Four figures sit at the top. Teams with activity counts the teams that asked something, out of the teams you have. Busiest team gives its share, with the team's name beneath. People in no team counts people who asked questions without belonging to a team. Quiet teams counts teams that asked nothing in the range. The table lists Team, Questions, the share, Members and Last active. Click a row to see who asked and which experts the team uses. Asking, but in no team lists people who asked questions but belong to no team, and Quiet teams lists teams where nobody asked anything. A person in two teams counts in both, so team shares can add up to more than the total. For teams, see Teams and roles.

Downloading a CSV

On Professional, the download button beside the date picker saves the range you are looking at as a CSV file. It contains the by expert, by member, by team and by channel tables for that range. If you are looking at one expert, either on its own page or with By member, By channel or By team narrowed to it, the file covers only that expert. On Business the button is dimmed.