Chatbot Analytics
Chatbot analytics helps analyze chatbot performance and user interactions within a desired timeframe for better trend analysis and optimization. To view data for a specific period, you can select a date range from predefined options like Last 7 Days, Last 30 Days, This Week, This Month, Last Month, Last 3 Months, or Last 6 Months. Alternatively, you can set a custom range by manually selecting start and end dates from the calendar. Select Channels to view data under specific ones.
Once the desired range is selected, click Apply.
In the first row, you will find three key chatbot performance metrics.
Key Metrics
- Total Interactions: Showing total conversations were handled by the chatbot in the specified duration period.
- Total Messages: The total number of messages sent and received helps determine how engaging the chatbot is. This can be viewed daily or monthly.
- Average Messages per Chat: A measure of how long the average chat is.
Daily Conversation Volume & Heat Map of Interaction Times
This section offers a heat map containing interaction times, as well as daily conversation volume, so you can see what are the busiest hours of your chatbot; a line chart showing interactions on a chatbot daily basis.
Customer Survey Analytics
This section gives an insight into customers and their satisfaction.
Key Metrics
- CSAT Score (Customer Satisfaction Score): A satisfaction scale of 1 to 5 measures user contentment with chatbot responses. The analytics display the total cumulative ratings divided by the total number of responses.
- NPS Score (Net Promoter Score): A score that typically indicates customer loyalty where a positive number closer to 100 is ideal. The analytics display the difference between the total % of users giving thumbs up 👍 minus thumbs down 👎.
- User Survey Feedback Count: Number of user responses received.
- Rate of Participation: Percentage of users who interacted with the chatbot and provided feedback.