Chatbot Analytics
Last updated
Last updated
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.
In order to drill down further you have the following filters available:
You can change the timezone from the top right dropdown.
You can use the right most Export button to export the current view as a PNG or PDF to share.
| Metric | Definition |
|---|---|
| Filter | 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
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
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 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)
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
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.
