Analytics Tables Overview
Within the Analytics page you will find a range of real-time graphs and tables about your bots. The below sections describe in details the reporting tools available by default.
Summary
Engagement
Total Sessions: The total number of sessions in a given period.
Interactive Sessions: The total number of sessions where the user has responded to the chatbot in a given period.
Engagement: The ratio of interactive sessions versus total sessions.
Sessions
Total Sessions: The total number of sessions in a given period.
Avg. Session Duration: The average duration of sessions in a given period.
Shortest Session: The shortest session duration in a given period.
Longest Session: The shortest session duration in a given period.
User Interacions
Total user interactions: The total number of interactions the users had with the chatbot in a given period.
Session average: The average number of user interactions per session in a given period.
User average: The average number of interactions per user in a given period.
Users
Total active users: The total number of users who were active in a given period.
New users: The total number of new users in a given period.
Returning users: The total number of returning users in a given period.
The Automated analytics include the below metrics:
Usage
Indicates the name of the Automated Answers that were triggered and the number of the appearances.
Missed Questions
Displays the name of the questions the chatbot was unable to answer and the number of appearances.
Sentiment Analysis
The sentiment analysis system provides insights into user sentiment by assigning a score between -1 and 1 to every end-user message. The system then calculates the average score of all messages in a session to define the overall Session Sentiment. The sentiment categories are defined as follows:
Positive: 0.15 to 1
Neutral: -0.15 to 0.15
Negative: -1 to -0.15
The LiveChat analytics include the following mentrics:
Usage
Total LiveChats: Indicates the number of the live chats in total
% of sessions with LC: Shows the sessions with live agent in percentage
Containment rate: Containment rate measurement is a key performance indicator (KPI), which shows the percentage of total interactions that are fully handled by the chatbot without the need for transferring to a human agent.
Total agent messages: Indicates the number of messages that the agent wrote.
Total user messages: Indicates the number of messages that the user wrote to the live agent.
Missed Chats
Total LiveChat Requests: Shows the total number of LiveChat related requests.
Total LiveChats: Shows the total number of LiveChat chats/discussions.
Total Missed: Shows how many LiveChat requests have been lost.
% Missed LiveChats: Shows the percentage of missed LiveChat requests.
Response Times
Avg. First Response: The average duration of the first response in a given period.
Longest First Response: The longest first response duration in a given period.
Shortest First Response: The shortest first response duration in a given period.
Avg.Response: The average duration of the response in a given period.
Longest Response: The longest response duration in a given period.
Shortest Response: The shortest first response duration in a given period.
Duration
Avg. Session Duration: The average duration of sessions in a given period.
Shortest Session: The shortest session duration in a given period.
Longest Session: The shortest session duration in a given period.
The Decision Trees analytics involve the below metrics:
Usage
Decision Tree: Shows the name of the flows in the decision tree.
Interactions: Indicates how many times the specific decision tree flow has been activated.
Flows
Bot: Displays the name of the current chatbot.
Flow: Shows the name of the activated flow.
Actions: Click the eye icon to view the flow.
The Interviews analytics contains the following metrics:
These metrics collectively provide information on the effectiveness and efficiency of the interview process and help identify areas for improvement, such as technical issues, usability improvements, or interviewer training needs.
Usage
Total Sessions: The total number of interview sessions.
Total Interviews: The total number of interviews completed, including both successful and unsuccessful interviews.
% over Total Sessions: Provides an indication of how many sessions actually resulted in completed interviews compared to those that were initiated but not completed for various reasons.
Successful vs Failed
Successful Interviews: Counts the number of interviews that were completed successfully
Failed Interviews: Counts the sessions that did not meet the criteria for a successful interview.
Abandoned Interviews: Indicates interview sessions that were initiated but not completed by the user
Flows
Bot: Displays the name of the current chatbot.
Flow: Shows the name of the activated flow.
Actions: Click the eye icon to view the flow.
The User Feeback analytics include the below metrics:
User feedback captured through the Feedback flow or the Thumbs Feedback setting is available in the analytics under the 'User Feedback' section. This section provides rich information on the overall feedback, as well as drill down analysis.
Chatbot Overall Feedback Score
Automated Answers Feedback Score
Flows Feedback Score
Per Response
Negative Feedback Analysis
Positive Feedback Analysis
LiveChat Feedback Score
LiveChat Agents Feedback Score
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