Conversations
The Conversations tab provides insights into the interactions between your bot and the users, allowing you to assess the effectiveness and quality of those conversations.
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The Conversations tab provides insights into the interactions between your bot and the users, allowing you to assess the effectiveness and quality of those conversations.
Last updated
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The Overview tab is where the overall info on the conversations lies. It consists in:
The total number of conversations.
The number of conversations with human handover. A conversation is marked as a human handover when it includes a triggered action.
An average of the number of messages per conversation.
An average of the duration. This category represents the most occurring length of a conversation in number of minutes for interactions between your bot and its users
Monitor the efficiency of your conversations by looking at the average messages and duration per conversation to ensure quick user resolutions. An increase in these metrics indicates users are struggling. Compare with past effective performance, identify changes, and adjust the bot to enhance user experience.
The Customer messages tab shows an overview of how many messages are:
Understood: the user expression is recognized correctly and the corresponding intent was triggered.
: this shows how often users clicked on a button, carousel, quick reply etc.
: the user expression is not understood, meaning it is below the NLP threshold, so the user saw the Not understood message.
Seeing a 'not understood' percentage of > 15%? You should look into which intents are not understood correctly and improve your NLP by using the . Creating better will also create a better user experience.
The Knowledge base AI tab displays analytics on the usage of your if you've implemented one in your chatbot.
Chatlayer's AI knowledge base tool allows your bot to generate concise answers after scraping your content. Learn how to set it up .
