The Dashboard depicts how your bot and other agents are doing
The Dashboard will help you better understand how your bot is performing. If you’re using escalations, there’s a section to keep tabs on how well all live agents are performing too.
Date Picker
Use the date pickers in the top left corner to select the date range you want to set your analytics to.
Chat Stats
Automations by:
This gives you an overview of the number of handled vs. unhandled requests coming into your digital agent. The automation number is the percentage of handled requests compared to all interactions. Higher numbers are better.
💡Pro Tip: Use the dropdown to choose between different views: Date, Time of Day, and Day of Week.
Chats by:
This shows the total number of times a chat was initiated, separated by new and returning users.
💡Pro Tip: Use the dropdown to choose between different views: Date, Time of Day, and Day of Week.
Quests Visited
This shows the top 5 most visited Quests from all interactions.
To view a list of all Quests, select the VIEW ALL button.
💡Pro Tip: Columns in these tables are sortable. Also, select the download icon to export a .csv of this data.
Top Intents
This shows the top 5 most triggered intents.
To view a list of all intents, select the VIEW ALL button.
Expanding an intent row will list all the entities that were captured for that intent during this date range. Just hit the little caret >
💡Pro Tip: Columns in these tables are sortable. Also, select the download icon to export a .csv of this data.
Escalation Stats
Be sure you have escalations turned on and are familiar with how they work.
Bot Escalations
This is the total number of escalations that went through the system for the selected time period. If 9 people asked to speak to a human (and that workflow was sent to an escalation), we would record 9 escalations.
Accepted
This is the total number of escalations that were accepted.
Not Accepted
This is the total number of escalations that were missed by agents. This happens when agents either ignore or miss an escalation. See Tries Before Going to “No Agent Available” Quest for more information.
Outside Hours
This is the total number of escalations that happened outside business hours. You can set these in the Hours settings of your Escalation Group.
No Agent Available
This is the total number of escalations that tried to find an agent, but none were available. In this case, the escalation was never assigned to an agent. This happens when no agent is online (Studio or Slack).
Avg. Time to Accept
This is the average time, in seconds, from when an escalation is started to when an agent takes over.
Agent Escalations
This is the total number of conversations that agents initiated, i.e. these conversations were not assigned to them. See Takeovers for more details.
💡Pro Tip: If you have multiple groups, you can filter these stats by those groups.
Escalations by Agent
This shows the top 5 agents who have accepted escalations.
To view a list of all agents, select the VIEW ALL button.
💡Pro Tip: Columns in these tables are sortable. Also, select the download icon to export a .csv of this data.
Escalations by:
This shows the total number of escalations, separated by accepted, missed, outside business hours, and no agent available.
💡Pro Tip: Use the dropdown to choose between different views: Time of Day and Day of Week.