Overview
The Analytics module is the central hub for understanding and measuring your chatbot's performance, user engagement, and overall effectiveness. It provides a comprehensive suite of dashboards, graphs, and reports that transform raw interaction data into actionable insights. This module is essential for identifying areas of improvement, proving the bot's ROI, and making data-driven decisions to enhance the user experience.
The feature is broadly divided into two main sections:
Combined Analytics: This is the main dashboard that provides a high-level, real-time overview of the bot's health. It includes key performance indicators (KPIs) like Customer Satisfaction (CSAT), total queries, user counts, session details, and channel usage. It's designed for quick, daily health checks.
Conversion Analytics: This section offers a deeper dive into specific user journeys and goal-oriented interactions. It focuses on tracking the success rates of multi-step flows (e.g., lead generation, appointment booking), analyzing where users drop off, and measuring the effectiveness of features like LiveChat transfers and welcome banners.
By leveraging both dashboards, you can move from a broad understanding of "how the bot is doing" to a specific analysis of "why users are succeeding or failing" in key processes.
