Understanding analytics and how JennyBot helps your customers is key to develop the chatbot even further.
Analytics can be found in JennyStudios left menu under the tab 'Analytics'. Date range filter is found in the top right.
Conversations
A 'Conversation' starts when the customer is active with the bot. This means for example clicking a button inside the chat widget or typing a message. A single Conversation can have multiple 'Messages'. In the first box of the analytics we look at transferred conversations rate. If you do not have live chat in addition to your chatbot, you should only look at the 'Total' metric.
'Total' means the total number of conversations the chatbot has had within the date range you have chosen.
'Handled' means the customer has ended the conversation with the bot without having to be transferred to a human agent. We also use the word 'deflection' for this scenario.
'Transferred' means that the customer has been transferred by the bot to a human agent.
This bot has done extremely well, kudos!
Messages
A 'Message' is a single interaction within the conversation by the customer. An interaction can be a click of a button or a message typed.
'Show Triggered' enables you to see the amount of times a customer has reacted with buttons instead of typing their own message.
'Total' means the total number of messages your chatbot has received during the selected date range.
'Answered' is the amount of messages your chatbot has been able to answer. This includes the initial state.
'Unanswered' is the amount of messages your chatbot has been unable to answer.
'False Positive' is the amount of messages when the chatbot has answered the question falsely in your opinion.
The amount of messages has grown on a weekly basis similarly to conversations in the previous image.
State Matches
This bar chart shows you how many times a certain state has been returned to a customer's message. The bars can give you an idea on what topics your customers are interested in.
Customer Feedback
Last but not least, it's the Customer Feedback box. This includes 2 different line diagrams.
'Count' shows you the amount of feedbacks your customer have given to the bot.
'Average score' tells you the average feedback score your customers have given to the bot. The default scale is from 0-10 but you can change this to 0-5, 1-5 or 1-10. If you want to change the scale to suit your other KPI's better, contact support.chatbot@leaddesk.com.
If you want to further analyze your data, you can export the analytics into a .csv file.