Chatbot Report

Shows the performance of chatbots.

The "Chatbot report" provides a valuable overview of how your automated assistant is interacting with your users.

It helps you understand the effectiveness and efficiency of your chatbot by presenting key performance indicators.

Here's what each section of the report offers:

KPI	Description
Conversations	This metric shows the total number of interactions your chatbot has handled. Tracking this helps you gauge the overall activity and workload of your chatbot.
Visitors	This indicates the number of unique individuals who have engaged with your chatbot. Monitoring this helps you understand the reach and adoption of your chatbot among your user base.
CSAT (Customer satisfaction)	This score reflects how satisfied users are with their interactions with the chatbot. It's a crucial indicator of the quality and helpfulness of your chatbot's responses.
Avg. conversation duration	This metric tells you the average time it takes for a conversation with your chatbot to complete. It can provide insights into the efficiency of your chatbot in resolving user queries.
Engagement rate	This shows the percentage of visitors who actively interacted with the chatbot beyond just opening it. It highlights how effectively your chatbot encourages user engagement.
Abandonment rate	This metric indicates the percentage of conversations that were started but not finished. A high abandonment rate might suggest areas where the chatbot is failing to meet user needs or is causing frustration.
When do visitors chat the most	This visual representation helps you identify the peak times and days when users are most likely to interact with your chatbot. This information can be valuable for optimizing support schedules and chatbot availability.
Channel engagement	This section breaks down where your chatbot conversations are originating from (e.g., website, whatsapp, instagram etc). It allows you to understand which channels are driving the most chatbot interactions.
Flow engagement	Displays the user engagement across every step of the chatbot, helping you understand how many times did users move from point A to B. Data is displayed as a table with the name of the action blocks or as a flowchart, rendering the count between the links of two blocks.

NOTE:

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

• You can drill-down on each KPI by hovering on the card and clicking on the "Drill-down button"

• All KPIs showcase the data based on the account timezone. You can change your account timezone from the Settings > Account > Settings page.