From the analytics dashboard it is possible to download detailed reports about any available area: conversations, handovers, messages, summary, misses, sankeys, feedback.
Once you click on download just choose from the menu which report to get and a .csv file will be downloaded.
You can import the .csv file into your preferred business intelligence platform.
CONVERSATIONS REPORT
The conversations report contains the following information:
Conversation_id: indicates the unique id of each conversation
Conversation_starting_date and conversation_ongoing, respectively indicate the date and time of the start and the duration of the conversation
With_at_least_one_user_message: indicates conversations that contain at least one message from the user.
Caused_handover: indicates conversations that have been handed over to an operator
Email: contains the user’s email address in case the bot is placed within a logged-in area
Channel: indicates the channel where the conversation comes from
Page: indicates the web page where the conversation started
Notes: contains any note edited in the transcript area
HANDOVER REPORT
The handover report contains the following information:
Date: indicates the date on which the handover request was generated
Flow_handover_proposed: indicates the conversation flow where the handover was generated
Disambiguation_handover_proposed – indicates the disambiguation step that generated the handover request
Proposal_accepted: indicates whether the conversation transfer request was accepted by the user
Proposal_refused – indicates whether the conversation transfer proposal was rejected
Handover_triggered – indicates whether the handover request has been submitted
Handover_accepted: indicates whether the handover request was accepted by the operator
Handover_unmanaged – indicates handovers that were not managed
Lead_proposed: indicates whether the bot has proposed lead generation (the bot collects user data that operators may use for future recall actions)
Lead_proposal_accepted: indicates whether the customer has accepted the lead generation proposal
Lead_saved: indicates if the bot has retrieved the user’s information and successfully generated the lead
Lead_proposal_refused – indicates if the lead generation proposal has been rejected by the user
Misses: indicates requests that the bot could not understand.
MESSAGES REPORT
The message report contains the following information:
Timestamp: indicates the date and time when the message was received
Conversation_id: indicates the unique identifier of the conversation
Sender: indicates the sender of the message (user or bot)
Intent: indicates the intent of the request
Action: indicates the next action taken by the bot
Message: contains the message or intent
Misses: indicates any request that the bot could not understand
Handover_accepted – indicates accepted handovers
SUMMARY REPORT
The summary report contains a summary of bot’s conversations and activities.
The Conversations section contains the total number of conversations, conversations with at least 1 user message, conversations without user messages (the user opened and closed the chatroom but did not started any conversation).
The Misses section indicates the total number of messages that the bot could not understand, as well as, the percentage of misses on the total number of conversations.
The Handover section contains the total number of handovers, the number of handovers generated upon user request, the number of handovers generated out of the total number of conversations with at least one user message.
MISSES REPORT
The Misses report contains the following information:
Conversation_id: unique identifier of the conversation
Timestamp: shows the date and time when the missed message was generated
Message: contains the content of the message
First_message: indicates if the miss was generated on the user’s first message
Length_over_100_chars: indicates if the miss was generated in the first 100 characters
Last_message: indicates whether the missed message coincides with the last message exchanged
SANKEY REPORT
While the Sankey Diagram present on the platform shows the trend of conversation flows in graphic form, the Sankey Report provides the same data in numerical form.
Source: indicates the source stream of the conversation
Target: indicates where the conversation came from
Value: indicates how often that conversation stream occurred.
FEEDBACK REPORT
The feedback report contains information from the Feedback survey flow, that reports the level of user satisfaction while interacting with the chatbot.
Conversation_id: indicates the unique identifier of the conversation
Created_at: indicates the date when the feedback was generated
Updated_at: indicates the date when the user modified his/her feedback
Feedback: contains the text of the feedback message
Rating: shows the value of the rating (from 0 to 5)