Developer Docs | Kommunicate

Developer Docs | Kommunicate

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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

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.

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) 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.

CSAT

CSAT CSAT

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.

SelfLearningAI

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.

SelfLearningAI

SelfLearningAI

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.

SelfLearningAI

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

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

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