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.
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
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.
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