Chatbot analytics

The Analytics feature provides you with valuable insights into how your chatbot(s) are performing. You can generate data either for a specific chatbot or for all chatbots under your account. The data is displayed for a chosen time range, which can be adjusted according to your needs. By default, analytics is shown for the last 7 days, but you can select up to the last 31 days.

Accessing Analytics

To view analytics, follow these steps:

1. Log into your dashboard and select the chatbot.
2. Navigate to the "Analytics" section in the menu.
3. Select the chatbot or choose "All Chatbots" to view combined data for all.
4. Adjust the time range if needed (up to 31 days).

General Analytics Charts

Once you access the analytics page, the following charts will be available:

• Unique Conversations Per Day: This chart shows the number of unique conversations your chatbot(s) have had with end users each day.
• Total Messages Exchanged Per Day: Displays the total number of messages exchanged between users and your chatbot(s) on a daily basis.
• User Interaction by Country: This map provides a visual representation of the countries where end users are interacting with your chatbot(s).

Conversation actions

In the Conversation actions section, more specific data is provided based on your chatbot’s configuration:

• Positive vs. Negative Ratings Per Day: Tracks the number of conversations that received a positive or negative rating from users.
• Leads Collected Per Day: If lead collection is enabled, this chart displays the number of leads collected daily.
• Live Chat Sessions: If live chat is available in your subscription and enabled, you’ll see the total number of live chat sessions initiated by users each day.
• Human Support Requests: Shows the number of times end users requested human support, if this option is enabled.
• API Calls Executed: This chart displays the number of API calls made by the chatbot when it triggers specific functions, if API integration is enabled.

Conversation insights (Standard and Premium Subscription Only)

For users with a paid subscription, the Conversation Insights section provides AI-generated insights from recent conversations. This summary is generated on demand and can only be updated once per week.

The summary includes:

• Lack of Knowledge Areas: Highlights areas where your chatbot lacks knowledge based on user interactions.
• Most Frequently Asked Questions: Identifies the most common questions asked by users.
• Key Insights: Provides other important observations from conversation transcripts, such as user sentiment or recurring issues.

To generate a new summary:

1. Navigate to the Conversation Summary section.
2. Click "Regenerate summary" button.
3. Wait for the AI to compile the insights. You will be notified once it's ready.

Note: You can only generate a new summary once every 7 days. If you attempt to generate a summary sooner, you’ll be notified of the next available date.