Developer Docs | Kommunicate

Developer Docs | Kommunicate

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›Dashboard Features

Web

  • Installation
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  • Conversation Assignment
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  • Troubleshooting

Android

  • Installation
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  • Push Notification
  • Conversation
  • Customization
  • Localization
  • Logout
  • Migration
  • Troubleshooting

iOS

  • Installation
  • Authentication
  • Push Notification
  • Conversation
  • Customization
  • Configuration
  • Localization
  • Logout
  • Troubleshooting

React Native

  • Installation
  • Expo Installation
  • Authentication
  • Push Notification
  • Conversation
  • Customization
  • Logout
  • Troubleshooting

Flutter Mobile

  • Installation
  • Authentication
  • Push Notification
  • Conversation
  • Customization
  • Localization
  • Troubleshooting

Flutter Web

  • Installation
  • Authentication
  • Conversation

Ionic/Cordova

  • Installation
  • Authentication
  • Push Notification
  • Conversation
  • Customization
  • Localization
  • Logout
  • Resolving Errors

Ionic/Capacitor

  • Installation
  • Authentication
  • Push notification
  • Customization

Rich Messages

  • How To Use
  • Types of Rich Messages

Bots

  • Bot setup
  • Dialogflow Integration
  • Lex Integration
  • Kompose Bot Builder
  • IBM Watson Integration
  • Custom Bot Integration
  • Import Kompose Bot
  • Bot Samples

Integrations

  • Zapier
  • WhatsApp
  • WhatsApp 360Dialog
  • WhatsApp Twilio
  • WhatsApp Cloud API
  • Instagram Integration
  • Telegram Integration
  • Sunshine Integration
  • Freshdesk Integration
  • Pipedrive Integration
  • Agile Integration

Platform APIs

  • Authentication
  • Endpoints

Dashboard Features

  • Analytics
  • Conversations
  • Users
  • Bot Integration
  • Helpcenter
  • Campaign Messaging
  • Settings

Configuration

  • Single Sign On (SSO) Setup
  • Webhooks
  • Access Token URL
  • Email Fallback

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:

Dashboard_analytics

Support MetricDescriptions
OldConversations that were created before the selected date range and still not yet started, opened, or re-opened.
NewNew conversations created in the selected date range.
TotalThe total number of conversations handled in the selected date range.
OpenThe number of conversations that are still open in the conversation section.
ResolvedThe number of total incoming conversations that have been closed.
First Response TimeFRT 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 TimeResolution 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 responseThe total number of users waiting for the first response.
Not yet startedUsers 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.

Analytics

Bot Intent Analytics

Gain insights into user preferences by exploring this breakdown of intent usage. Use these insights to refine your chatbot's responses and better serve user needs.

Analytics

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.

Analytics

Bot Message with categories

Analytics

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.

Analytics

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.

Analytics

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.

Analytics

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

Analytics

CSAT Ratings

Customer Satisfaction (CSAT) surveys assess customer satisfaction with the quality and effectiveness of your support.

You can implement it on your website/app to improve the support based on the feedback. Click here to enable it from the dashboard.

CSAT

CSAT CSAT

Insights

Evaluate customer interactions to identify areas for growth and make informed decisions instantly. With Insights, transform data into actionable strategies that propel success. This feature helps you to uncover trends, streamline processes, and optimize your approach.

Enhance your team’s performance with Insights

Insights

You have an option to Choose either Zendesk ticket or Conversation History as per your need.

Insights

You can ask your question in the space provided or you can choose from one of our perbuilt questions.

Insights

We will show a detailed aanalysis which includes the conversation links which you can refer to

Insights

← EndpointsConversations →
  • Dashboard - Reports and Analytics
    • Bot Analytics
    • Company wide data
    • Agent-wise Analytics
    • CSAT Ratings
    • Insights

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