Every conversation your bot has with your customers is recorded as a ticket in the bot builder. This includes all the conversations that the customers initiated.
You can pull out reports based on conversation statuses, the number of messages in those conversations, the time stamp on each message delivery, etc. With this data, if you come across open or new conversations, you can quickly attend to them. You determine the source of conversation, which gives you context on the traffic across channels and origins.
How to access this report?
Click on the Analytics icon on the left pane > Bot Analytics > Conversations Overview report.
- Choose the required filters and get the data.
Some of the filters with which you can categorize the conversations are:
Conversations | Metric | Count of Bot Conversations |
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 bot conversation was initiated |
Status | Filter, Group by, Underlying data | The current status of a bot conversation - New, Open, Closed |
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 last user interaction was done |
Customer | Filter, Group by, Underlying data | A unique identifier for the user that interacts with the bot |
Landing URL | Filter, Group by, Underlying data | The URL on which the bot conversation was initiated |
| Resolution type | Filter, Group by, Underlying data | Provides the mode of resolution for a bot conversation |
| Agent handover type | Filter, Group by, Underlying data | Provides the mode of agent handover for a bot conversation |
| Resolution rate | Metric | Provides the count/percentage of conversations that were resolved by the bot |
| Agent handover rate | Metric | Provides the count/percentage of conversations that were handed over to the agent by the bot |
| Drop-off rate | Metric | Provides the count/percentage of conversations where the end-user left the conversation without reaching the logical end of the bot flow |
We're making some changes to our data retention policy to improve response times. Any data on Landing URL older than 90 days will not be available for viewing/exporting.
You can also create your own Conversations Overview report by applying widgets, filters, visualization, and much more. Learn how to build your report →
Please write to freshchat@freshworks.com if you have any more questions; we’ll be happy to help you.