Chatbot Analytics

Shows the performance of chatbots with visitors.

This dashboard provides information that helps you take informed decisions on the performance of the chatbot and define action items to improve them.

All the KPIs on this dashboard are grouped in 3 sections:

1. Performance - Impact of the chatbots

2. Acquisition - Volumes handled by the chatbots

3. Engagement - Visitor engagement with the chatbots

Performance KPIs

KPI	Description
Business value generated	Showcases the approximate value of the contacts that have been generated by the chatbots. We consider a contact if the chatbot has collected the phone or email. To determine this value, we multiply the number of contacts generated with the business value defined for each contact at Settings > Account > Settings > Business value
Hours saved	Showcases the approximate time saved by the chatbots to the organization. To determine the total number of hours, we sum the duration of each conversation handled by the chatbot.
Cost saved	Showcases the approximate cost savings done by the chatbot to your organization. Here we multiply the number of hours saved by the chatbot with the hourly cost the user has defined at Settings > Account > Settings.
CSAT	At the end of a chat, the chatbot asks the visitor to rate their chat in the form a 5-star rating scale. Here we show the average of all ratings along with individual rating.
Average conversation duration	The average amount of time spent by visitors speaking with the chatbots.
Engagement %	Percentage of conversations created after the chat widget was displayed to visitors on the webpage. For example, if your website had 100 visitors and there were 10 chats started with your chatbots, then your engagement rate is 10%.
Conversion %	Percentage of contacts generated from the visitors that have conversed with the chatbots. For example, if your chatbot handled 100 chats and you received 10 contacts from them, then your conversion rate is 10%.
Abandonment %	Percentage of conversations which were abandoned by the visitors and not completed.

Acquisition KPIs

KPI	Description
Conversations	Shows the total number of chats handled by the chatbots.
Contacts	Shows the total number of contacts generated by the chatbots. A contact is said to be generated, if the chatbot has collected the visitor's phone or email.
Acquisitions by	Showcases a tabular view of # of chats and contacts grouped by a property. Properties offered are, - Country - City - State - Webpage - Referral - UTM source - UTM medium - UTM campaign
Visitors	Total number of visitors that interacted with the chatbots.

On the tabular view you can mark the rows which are important for you by starring it. Doing this will shows these rows in the starred view.

Engagement KPIs

KPI	Description
Heatmap of day and time	Highlights the time during which visitors most engage with the chatbots the most during the week. You can hover on each tile to see the actual value.
Flow engagement	Shows the number of times a conversation has reached a certain point in the chatbot flow. Each action block in your chatbot flow is given a unique name. Whenever during a chat a visitor crosses that action block, we increment the count of that action block by 1. This is similar to firing events on Google Analytics when an action is performed. Each action block also has a Exit % which determines how many chats were ended by the visitor because they did not move beyond the action block. This helps you identify where the drop-offs happening so you can tweak the content or the flow.

Note:

• All the KPIs on this dashboard can be exported into a CSV file.

• All KPIs showcase the data based on the account timezone.

In case of any custom KPIs, you can send an email to [e-mail] and our team will get back to you with the estimate efforts and costs.