Dashboard


Overview


Dashboard provides a graphical holistic view of all the important information from BOT and Live Chat Software perspective. This report is available through Live Chat Software -> Admin Account.

Filters


Except for the Live counters all the data shown for BOT and Live Chat Software in the dashboard are with respect to the Department and Date filter

Department


All the defined departments are available as part of this filter. Each BOT Conversations is mapped to a department. All Live Chat Software Human Agents are mapped to Department.

Date


Select the date range, please note that the date range can’t be more than 1 month..

Live Counters


All the live counters are not impacted by the department and date filter

Total Active BOT Chats


Total number of current on-going/live BOT chats

Total Active Agent Chats


Total number of current on-going/live Agent chats using the Live Chat Software

Pending Chats


Total Agent Pending chats which Agents have still not accepted under Live Chat Software

Comparison Graphs


This graph provides a comparative view with the previous period which is in respect to the current date range selected.

Tip: If the date range selected is for a week / 7 days then the comparison is shown with respect to the last 7 days.

Bot Success



Closed By Description
All This filter will show the data for all the conversations
Conversation Name All the conversation names are shown in this filter. You can select a specific conversation and check the comparison with past data

Overall Chat



Closed By Description
All There are different events which can close a Chat. Example: Visitor/Customer explicitly closing the chat or BOT / Agent closing the chat.
Visitor Not Replied This indicates chats which were closed by Customer / Visitor without any interaction. These are mainly proactive chats which are triggered on a specific event.
Missed This indicates the chats that were missed by Agents. Missed chats are those chats where there is atleast one visitor / customer reply and the chat is closed before the Agent accepts the chat.
BOT This indicates Chat was closed when the BOT was handling the chat.
Agent This indicates Chat was closed when the Agent was handling the chat.

Bot Failure



Closed By Description
All The comparison will show for all the error occurred during BOT conversation
Intent This indicates BOT was unable to understand customers intent. This may be as BOT is not trained for the intent or there may be update required for the existing intent training
Input Variable This indicates that customer is not providing the information asked by the BOT
Trigger There was a failure with the 3rd party integration
Info Not Available The customer has conveyed that the requested information is not available

Chat Counters


Chat Closed By


There are different events which can close a Chat. Example: Visitor/Customer explicitly closing the chat or BOT / Agent closing the chat.

This indicates Chat was closed when the BOT was handling the chat.

This indicates Chat was closed when the Agent was handling the chat using Live Chat Software.

This indicates the chats that were missed by Agents. Missed chats are those chats where there is atleast one visitor / customer reply and the chat is closed before the Agent accepts the chat in Live Chat Software

This indicates chats which were closed by Customer / Visitor without any interaction. These are mainly proactive chats which are triggered on a specific event. Proactive Triggers can be enabled / disabled using Live Chat Software.

Device Distribution


This indicates the device distribution for the chat volume. Example: Web, Mobile, Tablet

Initiated By


This indicates how the chat was initiated. There are two types of chat initiation Proactive or User Initiated

Chat Request Over Time



This graph shows the chat traffic distribution over time.

Average Handling Time



Average handling time across BOT, Live / Human Agent and Total Chats

Bot Reports


Bot Performance Report



Average handling time across BOT, Live / Human Agent and Total Chats

Total conversations successfully handled by BOT

There was a failure with the 3rd party integration

This indicates that customer is not providing the information asked by the BOT

This indicates BOT was unable to understand customers intent. This may be as BOT is not trained for the intent or there may be update required for the existing intent training

The customer has conveyed that the requested information is not available

Conversation Handled By BOT



This graph shows number of conversation handled by BOT for different conversation / request types

BOT Failure Report


This report provides the details of each BOT failure. The report is also available for download to analysis. The download Report has two sheet for deep analysis

Column Name Description
Date Chat initiation time stamp
Chat Id Unique identifier for chat
Type This is the failure Type
- Trigger BOT Failure is related to the 3rd Party integration
- Input Variable BOT Failure is related to customer input for the information BOT is asking
- Intent BOT is unable to identify intent
- Info Not Available Customer doesn’t have the required information
Description Error Description
Name This data is helpful to BOT Builder for debugging. Depending on the Type of failure the value on “Failed On” would differ
Trigger: This will hold the name of the Trigger
Intent: This would be blank
Input Variable: This will hold name of the variable for which the BOT was trying to fetch information
User Message The message the customer / visitor typed
Number of retries This is the failure count for a chat
Request Type This is the name of the current marker
Department Name Department of the conversation
Conversation Name This name is with respect the conversation name in the BOT Building Software – BOT Studio
Deployment Id Internal Deployment Id

Column Name Description
Date Chat initiation time stamp
Chat Id Unique identifier for chat
Department Name Department of the conversation
Conversation Name This name is with respect the conversation name in the BOT Building Software – BOT Studio
Failed On This data is helpful to BOT Builder for debugging. Depending on the Type of failure the value on “Failed On” would differ
Trigger: This will hold the name of the Trigger
Intent: This would be blank
Input Variable: This will hold name of the variable for which the BOT was trying to fetch information
Request Type This is the name of the current marker
API URL 3rd Party URL
API Request Header Request Header details
API Request Payload Request Payload details
API Response Header Response Header details
API Response Status Code Response Status Code
API Response Payload Response Payload details
Deployment Id Internal Deployment Id