Analytics

Overview

Chatbot analytics overview will give you an overview of how your chatbot is performing in terms of:

User Highlights

• Daily Active Users - shows how many Unique users you had for the Current day
  When you click on the card, it will show you a graph for the timeline you selected in the Date range, per day
• Monthly Active Users - shows how many Unique users you had for the Current month
  When you click on the card, it will show you a graph for the timeline you selected in the Date range, per month

Performance

• Sessions - to track sessions in real-time, and see your consumption, you can always check your performance. You will also able to see Returning and New sessions, that are related to the date range selected.
• Users - showing how many users you had, with separation between New and Returning Users
• Messages - showing how many messages are exchanged inside the bot, with separation between Inbound and Outbound messages
• Average messages per session
• Average active interaction time

Flow analytics

Chat engagement

Chat engagement gives you insights about activity for Unique users on specific days and times during the day. We include the last 7 days in our calculation, including the current day.

• So, we show unique users only, and we consider the Created time of the conversation, so if the conversation was created on Friday at 11 pm, this unique user will be included in the Friday calculation, even if their conversation was also active on Saturday.

As we are taking the last 7 days and the current day, this matrix will not be updated and changed when you change the Date range in the filter.

Widget analytics

Widget analytics helps you track the current client behaviour within the Chatbot Flow. It shows a granular analysis for each widget you have inside the Chatbot flow.
It can help you to see which option is used the most inside the chatbot, by tracking different paths and widgets.
In case you see that a specific widget is having a big percentage of failures or timeouts, this usually means that your end-users do not understand the specific message, or it is not properly formulated, or you are asking for information that they don't understand, etc, which gives you insight that you should probably change something in flow, to be able to have a better customer journey.

What are we tracking:

• Widget name - collected from the Chatbot
• Bot name
• Executions - how many times widget was executed
• End users - how many unique users you had to execute this widget
• Success rate - the percentage of how many end-users managed to successfully execute widget flow
• Failure rate - the percentage of how much time this widget followed the FAILURE path defined inside the bot
• Timeout rate - the percentage of how many times end-users actually dropped flow at this specific widget

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Widget name

In order to track your analytics easily, define a widget name, so you can easily find it in Reporting

Goals

Usually, when you are building the bot you will have a large number of widgets, depending on your use case. In order to properly track, report, and understand which options in the chatbot are being mostly used, where you end-users are dropping inside the bot, and how your Flow is performing in general, along with Widget analytics, you can use Goals in order to create a specific View which will allow you to select Widgets that are the most interesting for you, and define your Happy paths, which you will be able to track during a specific time period.

When you click Create goal you will choose Name for your goal, select Bot from which you want to choose widgets and choose widgets.

Once you click View you will be able to see all selected widgets with their respective metrics. You can also Edit your goals, by adding or removing widgets and Delete as well

Sessions

Every conversation that is opened within the Chatbot, has its own metrics:

Chat ID: unique ID that represents a particular conversation
Channel: where a conversation is handled
Customer: Unique customer ID
Bot Name: Chatbot to which a conversation is connected to
Created: Date and time when a conversation started
First Response Time: When the chatbot responded to a conversation
Last Assigned Agent: Tracking if a conversation was transferred to Live Agent
Last Updated On: tracking when was the last message sent in a conversation
Status: current status of a conversation (it can be OPEN or CLOSED)
Total resolution time: How long a conversation lasted

To Export reports, you can define needed date, and download report in Excel format