Chatbot Analytics

The analytics page for a chatbot provides insights into how the chatbot is performing. It also includes details around the answers being used, resolutions, guides and feedback being given from customers. We walk through the different analytics sections.

Overview

The overview tab gives a high level picture of your chatbot performance it includes the following metrics.

Metric	Definition
Sessions	Number of chat conversations that were started
Self Service Rate	(Number of conversations without agent handover / Total number of conversations) x 100
Confirmed Resolutions	Number of conversations with confirmed helpful feedback and no handoff to agents
Informed	Number of conversations where an answer was presented to inform the customer
Agent Handovers	Number of conversations with request to speak with an agent or escalation
Time in widget	Time spent by the customer in chat (in seconds)
Conversation Count over Time	Visualization showing: X axis - shows date of conversation Y axis - Number of conversations
Top Level Metrics over time	Combined visualization showing: X axis - shows date of conversation Y axis - Conversations - Agent Handoffs - Resolved Conversations - Successful Conversations - Self Service Rate

Chat Widget

Metric	Definition
Locale Breakdown	Visualization showing the top locales
Device Breakdown	Visualization showing the devices used to interact with the widget
Browser Breakdown	Visualization showing the browser used to interact with the widget

Flows

Top flows being used in chat conversations

Answer Performance

Answer performance tab looks at the various answers being provided and their feedback from customers.

Metric	Definition
Sessions	Number of chat conversations that were started
Self Service Rate	(Number of deflected conversations / Total number of conversations) x 100
Informed	Number of conversations where an answer was presented to inform the customer
Confirmed Resolution	Number of conversations with confirmed helpful feedback and no handoff to agents
Conversations leading to Confirmed Resolution	The visualization shows a waterfall of the number of conversations and how many were informed (shown an answer) and times people confirmed it helped.
Types of Answers Presented	Breakdown of the answer presented - Link - Article - Guide - Flow
Top Answers	This table provides a list of the Answer titles, url and number of times it is presented in a conversation and number of distinct times its used in conversations
Answer Feedback	This table provides a list of the answers and times customers said provided helpful (positive) and not helpful (negative) feedback.
Top Answers to review	Answers which customers have indicated are not helpful.
Top Links Clicked	URLs clicked by customers in answers and in the chatbot

Guides in Chat Conversations

If you are using Guides in the chatbot you will see the interactions feedback here.

Metric	Definition
Guides used in Conversation	Shows the Guide names, url and the number of times it is used in conversations
Guide Feedback	Shows the number of times customers said Guide was helpful (positive) or not helpful (negative)

Customer Satisfaction

If you are capturing feedback from customers interacting with the chatbot you can view it here.

Metric	Definition
Overall CSAT	Shows the overall CSAT for the chatbot on the scale of 1-5
Number of Responses	Total number of csat responses
Rating Distribution	Breakdown of rating by number of conversations
CSAT Responses	Responses given by the customers. Each response can include: Rating (1-5) Feedback (Tags) Comments (Free text comment) Outcome (Issue resolved / Issue not resolved)
Avg. CSAT over time	CSAT Rating over time
Outcome Distribution	Breakdown of the outcome
Positive Feedback Detail	Breakdown of the positive feedback: - Efficient Chat - Friendly - Helpful Resolutions - Knowledgeable Support - Understood by needs
Negative Feedback Detail	Breakdown of the positive feedback: - Did not understand - Technical issues - Took too long - Unfriendly - Unhelpful answers

Filtering

In order to drill down further you have the following filters available:

Filter	Definition
Date Range	Select the time period for which you would like to view the analytics. (Defaults to last week)
Conversation Action	See analytics based on the specific action in the analytics
Dimensions	You can track custom dimensions such as product, utm params etc. and filter analytics to drill deeper.

Timezone

You can change the timezone from the top right dropdown.

Exports

You can use the right most Export button to export the current view as a PNG or PDF to share.