The Messages Overview report gives you an overview of the number of messages exchanged between your chatbots, customers, and chat agents.
This report will show the number and types of messages exchanged in a conversation grouped across multiple parameters. This data will help you optimize your chatbot flows. For example, if you notice that the chatbot flow you set up for handling refund-related questions often gets redirected to a live agent, you can update the flow to deflect those questions as well to help you with improving your deflection rates.
A quick guide to accessing this report
- Click on Analytics > Bot Analytics > Messages Overview report
- Use the dropdown on the right top corner in the reports pane to switch to the Editing mode from Viewing mode.
- Set the required filters and get the data
You can use these filters to categorize the messages
|Messages||Metric||Count of messages that were sent across|
|Message type||Filter, Group by, Underlying data||Type of message sent by the user button click, quick action (go to) , default text message|
|Message text||Filter, Group by, Underlying data||Content of the message sent by the Bot/Customer|
|Bot||Filter, Group by, Underlying data||Name of the bot on which a conversation was initiated|
|Bot Version||Filter, Group by, Underlying data||The version number of the bot on which a conversation was initiated|
|Flow||Filter, Group by, Underlying data||Name of the flow on which the message was sent|
|Status||Filter, Group by, Underlying data||The current status of a bot conversation - New, Open, Closed|
|Milestone||Filter, Group by, Underlying data||The unique name provided to a dialogue on the bot flow|
|Customer||Filter, Group by, Underlying data||A unique identifier for the user that interacts with the bot|
|Conversation ID||Filter, Group by, Underlying data||Unique ID corresponding to each bot conversation|
|Created Date||Filter, Group by, Underlying data||Timestamp at which the message was sent|
|Message input type||Filter, Group by, Underlying data||The type of input that was provided in the message - text, image, file|
|Author||Filter, Group by, Underlying data||Identifier to understand who sent the message - Bot, customer|
|Message ID||Underlying data||Unique identifier for each message in the bot conversation|
You can also create your Message Overview report by applying widgets, filters, visualization, and much more. Learn how to build your report.