Analytics

Dashboard - Reports and Analytics

Log in to your Kommunicate dashboard account and go to the Dashboard section to see the analytics.

You can see your customer support analytics, team, and agent-wise performance in Kommunicate Dashboard. You can analyze these metrics:

Support Metric	Descriptions
Old	Conversations that were created before the selected date range and still not yet started, opened, or re-opened.
New	New conversations created in the selected date range.
Total	The total number of conversations handled in the selected date range.
Open	The number of conversations that are still open in the conversation section.
Resolved	The number of total incoming conversations that have been closed.
First Response Time	FRT is the time elapsed between the user’s first message and agent’s first reply to that message. It is averaged over for all conversations.
Resolution Time	Resolution time is the time elapsed between the user’s first message and the time when the conversation was marked closed. It is averaged over for all closed conversations.
Users waiting for a response	The total number of users waiting for the first response.
Not yet started	Users opened the chatwidget, but not started the conversation yet.

Bot Analytics

You would be able to view the performance to your chatbots based on the date filtered.

Bot Intent Analytics

This shows the count of the intents used by your chatbots. You can analyze which intent is used by the visitors/users more number of times.

Bot Messages

This section will show the bot intents and their corresponding messages along with categories - Intent, Fallback, Handoff, Smalltalk, and the triggered sentences when any of these categories occurred. It will be useful to analyze the handoffs as well.

Bot Message with categories

Company wide data

See company-wise analytics from here. We have a custom date filter available in the reports. You can specify the timeline and check the analytics for that specified timeline.

Analyze 24-hour distribution

Check the box ‘Show 24-hour distribution’ to analyze your peak and relaxed hours.

Note: All timestamps are in your browser/system timezone.

Agent-wise Analytics

You can select any of your agents to analyze their performance. You can check the total conversation assigned to them, how many are waiting for a response, and how many of them have been closed. You can also check their First Response Time and Resolution Time.

You can also refer to Agents’ table for better understanding:

CSAT Ratings

Customer Satisfaction (CSAT) ratings are the measure of how satisfied the customer is with your support.

You can implement on your website and it help to improve the support based on the feedback.

Self Learning AI

The Self-learning AI feature helps the chatbot to learn from the answers given by the humans, we have to add the recommended answers to the chatbot so that the bot can answer the query that wasn't answered previously.

We are showing the end-user queries and the corresponding human agent's responses in this section. We will have to click on the button Add phrases to a bot" to train the chatbot so that next time bot can answer the query where it failed.

Step: 1

Visit the Self Learning AI section on the Kommunicate dashboard and check the User questions and Bot answers. User questions are end-user queries and the Bot Answers are the answers which your agents have given in the past in response to all similar user questions.

Step: 2

Click on Add phrases to a Bot and select the bot to add the answers. Here you will be adding the answers to the queries where the chatbot failed to understand and reply.

Step: 3

After selecting the bot, you will be redirected to the Kompose bot builder along with all the end-user questions and answers are given by the human agents. Keep the valid end-user questions and remove the invalid ones, and also you can edit or add the new expected questions.

Next, move to Bot Says section, check the human agent responses to edit or add the new answers if required, and train the chatbot.