As you launch a new Chatbot you will be curious to know how is it performing and how well is it conversing with your users. This is where our Analytics come in. We believe its critical to measure performance of Chatbots from different aspects to see what is working well and what can be improved.
Accessing Analytics
To access analytics you will need to have the Analytics role for the Chatbots app. Your site admin will be able to provide you with that role. The analytics can be accessed for each of your Chatbots by clicking the View Reporting button next to the corresponding Chatbot.
Metrics we measure
| Metric | Definition | Impact |
| Opens | Tracks how many times people are clicking the bot icon to open it. | Helps in understanding how many people are noticing the chatbot. |
| Conversations | Tracks how many conversations that are happening between the chatbot and a user | Helps in understanding how many people are conversing with the chatbot and which pages they are opening it from. |
| Tickets and Agent Handover | Tracks how many conversations are leading to tickets in the chatbot | Helps in understanding the overall tickets being handed over by the chatbot |
| Deflection Rate | Tracks the percentage ratio of bot lead conversations that resulted in a ticket or an agent handover | Measures the overall effectiveness of the bot in deflecting tickets. |