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:
- Log into your dashboard and select the chatbot.
- Navigate to the "Analytics" section in the menu.
- Select the chatbot or choose "All Chatbots" to view combined data for all.
- 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 Insights
In the Conversation Insights 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 Summary (Paid Subscription Only)
For users with a paid subscription, the Conversation Summary 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:
- Navigate to the Conversation Summary section.
- Click "Regenerate summary" button.
- 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.