Overview

As the name already suggests, this section presents a summary overview of the virtual agent. Once it is published, you’ll be able to easily analyze its data.

Full Dashboard Overview page

Due to retention policies, only data from the last 3 months will be shown in all analytics modules. In case you require longer data storage, consult the analytics prices.

Metrics

See in the following table the description of the most important KPIs and graphics available so far:

GRAPHIC	DESCRIPTION
Total conversations	The number of sessions between the virtual agent and the user in a time frame. For this KPI, it will be displayed the total number, its percentage change when compared with a previous period and how it oscillates by hour, day, week, or month in every channel.
Total messages	Shows the messages sent by users during conversations on a time frame. For this KPI, it will be displayed the total number, its percentage change when compared with a previous period and a graphic with a variation of messages by hour, day, week, or month.
Total of users	The number of users (new and returning) who started a new session. For this KPI, it will be displayed the total number, its percentage change when compared with a previous period and a graphic with a variation of messages by hour, day, week, or month.
Accuracy percentage	Shows how many users inputs were recognized and correctly answered by the NLP during conversations on a time frame and its percentage change when compared with a previous period
Top 10 intents	The ten most used intents and its occurrences by channel
Top 10 flows	The ten most executed User Journey flows and its occurrences by channel. This metric does not include the other flows for Welcome, Not expected and Jump.

Important! To access the information for total of users, you'll need to send a business key. If you don't have a business key, it'll be used the session code by default, in that way, each conversation will be a different user.

The total conversations, total messages and total of users will also be shown as a line chart. When hovering the lines, you can see more details like the number of conversations in each channel.

The metrics for the top 10 (intent and flows) will also be shown as bar charts. By hovering over the bars, you’ll see the specifics, such as their occurrences by channel and the total executions during the period.

Details in lines chart

Details in bars chart

Custom charts

You can customize the Dashboard data visualization based on some filter criteria.

By period

By default, when you access the Overview section, the charts will display the data for “this month”, i.e., the current month. That means if you access the dashboard on June 5, the filter “this month” will resume data from June 1-4.

If you want to change this setting, click on the “Filter by period” option on the top bar. Browse the calendar and select any date or date range within the last 12 months.

You can also dig deeper using the built-in quick-filters available on some line charts. These buttons enable you to switch the graph view between different time intervals: hour, day, week, and month.

Depending on the period you have filtered, there might not be enough data to show when you click one of the quick-filter options.

It also displays a percentage change relative to the previous period. For instance, if you select September as your filter, the percentage change will be calculated based on the data from August.

In this example, the accuracy level doubled compared with the previous period.

• The data displayed in the Overview charts follow the master filters (by time period or channel). You can change them at any time on the header.

• The data will be updated daily at noon (local time).

By channel

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

By tags

You can also easily filter your data based on the tags used in Dialog Manager flows and cells refine your analysis, providing a more accurate view of specific scenarios and allowing you to focus on the insights you need.

The 10 most used tags will appear on the dropdpwn. Type to search the tags you want to apply on your Dashboard analysis.

Export reports

You can export the data to a PDF file by clicking the Export option in the top right corner of the page.

Once you click the option, it’ll start downloading a summary report with the current filters on (period and channels).

The PDF file will be exported following the selected period on the header, with a maximum 3 months free extraction limit (Depending on the analytics plan purchased).