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Uniphore Customer Portal

Viewing Chatbot Analytics

The Bot Analytics page enables you to view key usage statistics for all chatbots that are run by U-Self Serve or the Intelligent Assistant (IA).

The page displays a summary of activity for a selected time period as well as details for each conversation, and provides both filtering, sorting and search features to make it easy to analyze and improve chatbot productivity.

Starting Bot Analytics

From either the U-Self Serve or Intelligent Assistant menus of the X-Console, click Bot Analytics. The Bot Analytics page opens.

Understanding the Bot Analytics Page
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Item

Feature

Description

1

Quick Stats

Shows aggregated numbers and percentages for key Bot performance parameters:

  • Conversations: The total number of chatbot conversations executed during the period selected.

  • Escalations: The total number of times a chatbot user requested an agent during the period selected.

  • Users: The total number of chatbot users for the period selected.

  • Avg. Messages per Conversation: The average number of chatbot messages exchanged during a conversation for the period selected.

  • Avg. Conversation Duration: The average time a chatbot conversation lasted, in seconds, during the period selected.

  • Avg. Sentiment: The average Sentiment Analysis rating for all chatbot conversations for the period selected. This reflects the value provided by your chosen Sentiment Analysis service.

2

Selected Date Range and Time

The selected timeframe for the analytical data displayed. By default, the last 7 days of chatbot activity are calculated. Clicking on the calendar icon opens a popup where you can select a different timeframe:

BotAnalyticsSelectDates_270818.png

To change the range, you can select from the default ranges at the top left of the popup, specify a date in the date fields above each calendar, or click a calendar day to select specific start and finish dates.

You can specify specific start and end times by selecting it from the time fields above each calendar, or simply entering the desired time.

Click Done to confirm the new timeframe.

3

Data Filters

You can optionally add one or more filters to analytics data in order to view specific items of interest:

BotAnalyticsAddFilter_230522.png

Click Done to confirm the new filter.

4

Conversation Data

The following parameters are displayed in columns for each chatbot conversation that occurred during the selected timeframe:

  • Start Time: The date and time when the chatbot was invoked by the user.

  • Conversation ID: The value of the Conversation ID Session Variable that was assigned by X-Designer for the conversation.

  • Application: The name of the application that was used to run the chatbot.

  • Call Outcome: The way in which the call ended appears here. For example, if the caller requested an Agent, if the conversation moved to a Chatbot, or if an email was sent.

  • # of Messages: The total number of messages exchanged during the chatbot conversation.

  • Duration: The duration of the chatbot conversation in seconds.

  • Sentiment: The average value of all sentiment analysis scores collected for this conversation.

By default, chatbot conversations are sorted by the Start Time column in descending order. To sort the list of conversations in ascending or descending order by another parameter, click on the Sort BotAnalytics-Sort_icon_270818.png icon that appears next to the column title for that parameter.

You can also view the full conversation for a selected item, a detailed below.

5

Search

To locate a specific chatbot by its Conversation ID or Application value, enter the value here and click Search. Only conversations which match the search value will be displayed. Use the Search function along with a filter to quickly locate specific data.

6

View Full Conversation

Click on the Magnifier BotAnalytics-ViewConversation_icon_270818.png icon at the right side of a selection to open its associated conversation. The Full Conversation panel is displayed, showing the complete sequence of messages from chatbot start to the point where chatbot activity ends:

BotAnalyticsViewFullConversation_270818.png

While the panel is open, you can also review additional conversations that appear on the same Bot Analytics page.

Click x in the upper right corner to close the panel.

7

Page Selectors

You can quickly navigate through a long list of chatbot sessions using the page selector, located at the top and bottom of each Bot Analytics page.

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