Analytics & Reporting
Track conversation metrics, campaign conversion rates, and agent response times.
Data-driven insights help you refine your AI chatbot's knowledge base and measure the ROI of your marketing campaigns. The Analytics dashboard provides real-time reporting across all channels.
1. Key Performance Indicators (KPIs)
Review core performance metrics from the top of the analytics dashboard:
- Total Chats: The total number of incoming and outgoing customer threads in the selected time period.
- AI Resolution Rate: The percentage of conversations handled completely by the AI chatbot without requiring human intervention.
- Average Response Time: How quickly your business replies to customer messages. (Our AI chatbot average is 1.2 seconds).
- Agent Takeover Count: The number of times a human agent took over a conversation from the AI.
2. Campaign Broadcast Reports
For every promotional broadcast sent, the dashboard compiles detailed receipt stats:
- Sent: The number of messages successfully dispatched from the server.
- Delivered: Messages that successfully arrived on the user's phone.
- Read Rate: The percentage of recipients who opened and read the message template.
- Click-Through Rate (CTR): The percentage of users who clicked an interactive CTA button inside your message.
- Bounces & Blocks: Messages that failed to deliver (usually due to inactive numbers).
3. Knowledge Gaps (AI Performance)
A critical section for improving your chatbot:
- Fallback Queries: Review a list of customer questions that the AI chatbot could not answer (triggering handoff to a human agent).
- Actionable Training: Click the Add to FAQ button next to any fallback query to instantly insert it into your knowledge base, train the AI, and ensure it handles the query correctly next time.
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