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Analytics and exporting

The ANALYTICS page of the Management Dashboard allows you to view analytics on the usage of the chatbots and also export data to CSV files.

Exported CSV’s have a maximum limit of 20,000 rows for non-Enterprise plans. For Enterprise, the maximum limit is 1 ,000,000.

Basic analytics

The home screen shows overall statistics for all the bots given a period of time. You can use the filters on the left to filter by chatbot, medium, location and so on.

dropout analytics (FLOW DIAGRAM BOTS)

When you select a chatbot on the left panel, you can see more advanced analytics for this bot. Below you can see the Dropout Analytics for a bot, which lists the chatbot messages that led to the user dropping out of the chat. You can use this information to revise the bot diagram in the CHATBOTS page.

 

Uncomprehended Utterances (FLOW DIAGRAM BOTS)

In contract to Dropout Analytics which shows chatbots messages, this table shows user messages that the bot was unable to process. For example, the chatbot may display a multiple-choice question, and the user types something that does not match any of the options. Note that there are ways to handle such scenarios. For example, you can disable free text input for a box in a bot diagram by checking the “Disable chatbot textbox” checkbox. ALternatively, you can use a catch-all or a chit-chat bot to handle such unxpected user input.

 

Conversion Analytics (FLOW DIAGRAM BOTS)

You can view the conversions achieved each day by your bot.

FAQ ANALYTICS (FAQ BOTS)

If you select an FAQ bot on the left panel, then you can view the list of questions that were unanswered and the number of times each of the matched questions was asked. See here for more details.

Exporting chat data

In the ANALYTICS page you can also export chat data in CSV format. There are three formats to export the data:

  1. Chat Log: the exported file contains one row per user, agent or bot message. Userid (referred as SDFuserid in some places for backward compatibility) is the unique indentifier of a user. A column is displayed for each user profile field, such as email or name. Recall that you can define your own user profile fields in bot builder by using the “user_” prefix in the Save Field box.

  2. Execution Log: the exported file contains one row per chat (session or execution). There are columns describing properties of the chat, such as the userid, as well as columns with the responses of the user to bot queries. A column is created for each box in bot builder, such as YesNo or MultipleChoice boxes. The name of the column is the Save Field value in the bot builder box.
    For FAQ bots, the Execution Log contains the questions of the users and bot responses.

  3. Users: the exported file contains one row per user. If the user interacts with SMS bots, then the same userid is used for all the sessions of the user. However, for Web bots, typically a new unserid is created for every session.

Advanced export topics and tips:

  • If the chatbot is employing SMS to Web bot handoff for HIPAA purposes, a new userid is created for each Web session. All these userid are linked to the parent (SMS) userid through the handoffOriginalSDFuserid column in the Users CSV, which references the parent userid.

  • For most applications, the Users export is the most convenient to analyze. In this case, each bot should save important information in user profile fields (user_XXX) so they can be viewed in the Users CSV.

  • Note that messages of jump bot triggers, schedule triggers, and message timeouts are included in the CSVs.