Conversations

The Conversations Dashboard is a detailed way of analyzing the conversations. You will be able to understand the satisfaction score, which flows users went through, channel, duration, etc.

Metrics

See in the following table the description of the information available in this section:

ITEM	DESCRIPTION
Session Code	Session code in which the message is part. It shows only finished sessions (conversations), that is, those that had more than 30 minutes of inactivity.
Business Key	Code assigned to the user who initiated the conversation
User message	First message in full, sent by the user to the virtual agent.
User messages	First message in full, sent by the user to the virtual agent (except image, gif, video, and document).
Satisfaction	It corresponds to the evaluation of each user in the satisfaction survey. If you have not responded, the value is displayed as "--". If the resource is not used, the column is empty.
Flows	Total number of flows (Jump, Welcome, Not expected and User Journey) through which the user passed during the conversation. The count considers a single pass per flow, per session, that is, if the user passed twice through flow "Bill", only the first time will appear here.
Flows Name	NLP/AL flow name registered in the knowledge base and delivered to the user.
Date/Hour	Corresponds to the date/time the user message was sent. Important: Data insights will be presented according to the user's timezone.
Duration	Duration of the conversation between the user and the virtual agent, from the first user input or welcome message, if applicable, to the last input or output performed, before the 30 minutes of inactivity in the conversation. If the chat is terminated due to inactivity, those 30 minutes will not be counted.
Channel	Where the user sent the message to the virtual agent. The column displays the channel type and its channel name.

Full Conversations Dashboard table

Message details

Click on the line to see more details of a particular conversation on a specific channel. The system will display a box reproducing the conversation.

Check the “Show info” box to view information such as the name of each component in the Dialog Manager (see example below).

Search

You can refine your data visualization through the Search bar. Conversations can be filtered by session code, business key and name of the flow.

The searched term must be written precisely, and half the word won't make it. We recommend you copy the whole term obtained in a broader search, and filter for a known, specific component.

Custom data

By period

By default, when you access the User messages section, it will display data for “this month”, ie, the current month. That means, if you access the dashboard on June 5, the filter “this month” will resume data from the June 1-4.

If you want to change this setting, click on the Period filtes on the top bar. You can browse the calendar and select any date or date range within the last 12 months.

On the calendar you'll also find the Date/Hour filter, which corresponds to the exact time the user message was sent. The hour follows the AM-PM format.

Important: Date/Hour messages will be presented according to the user's timezone.

By channel

Where the user sent the message to the virtual agent. The column displays the channel type and name.

By tags

Corresponds to the tags related to this user message, according to what was registered in the cell of intent, entity, answer, not expected answer, and Automated Learning document and questions.

Export reports

Click the Export option in the top right corner of the page.

After you click the option, you'll see the modal below.

• The Number of messages field displays the total number of messages. It is not possible to edit.

• The Export type field options are:

  • Random: random messages, within the total clipping (default)

  • Sequential: shows the most recent messages to the oldest

The file will be exported following the selected filters on the header, with a maximum 3 months extraction limit.

The exported file will be available for download in the Reports section for the period of 30 days. Reports with a large ammount of data and filters may take a few minutes to show up.