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.
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.
Custom charts
You can customize the Dashboard data visualization based on some filter criteria. 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. If you select the Custom option, you can browse the calendar and select any date or date range within the last 12 months.
You can also dig deeper into your analysis using the built-in quick-filters available on some line charts. They will be visible as buttons and will allow you to change the graph display from the time axis. The options are hour, day, week, month.
The chart also shows a percentage variation compared to the previous period (the immediate proportional period). For example: if you set the filter for the month of September, the percentage variation will take into account the data from the month of August.
The data displayed in the Overview charts follow the master filters (filter by time period or channel). You can change them at any time on the header.
Data will be updated by noon every day
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).
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