Insights KPIs
note
All the mentioned KPIs are not readily available in form of widgets/tables.
| Metric | Description | Calculation/Logic | Use Cases |
|---|---|---|---|
| Users | Shows the unique number of users who conversed with the bot. | Unique count of users from the list of messages exchanged on the bot, calculated using the hyperloglog algorithm. | - Measure the bot's reach and popularity through unique user count. - Monitor changes in user count to track bot adoption and growth. |
| User Traffic | Displays the total number of messages exchanged, categorized into messages between bot and users, and messages between live agents and users. | Sum of all messages exchanged, including user, bot, agent, and notification messages. | - Gain insights into communication volume and patterns between users, the bot, and live agents. - Track engagement and interaction levels to improve communication channels. |
| Sessions | Provides an overview of user sessions, including the total number of sessions and their types (Bot-only sessions vs. Sessions with both bot and live agent). | Sum of all sessions created by the user in the selected period. | - Get an overview of user sessions, including bot-only sessions and sessions with both bot and live agent. - Monitor user engagement patterns and balance between bot and live agent interactions. |
| Session Traffic | Displays average time spent by users conversing with the bot. A session can last up to 24 hours, after which a new session starts. | Average of the total time users conversed with the bot divided by the total number of sessions. This metric is captured for all sources. | - Analyze average session duration to understand user engagement and satisfaction levels. - Use session duration as a metric to assess and improve the bot's effectiveness over time. |
| Traffic Channels | Frequency of unique users messaging the bot, categorized by source (traffic channel) and aggregated daily for the chosen date range. | - User acquisition analysis: Assess the effectiveness of traffic channels in acquiring new users. - Channel performance evaluation: Evaluate the performance of different channels based on daily user frequency. | |
| Platform/Medium | Frequency of unique users messaging the bot, categorized by device origin, aggregated daily. Note: This data is only available for Yellow Web & Mobile, not for WhatsApp/Facebook. | - Platform/Medium analysis: Analyze user frequency based on device or platform to tailor bot features and optimize user experience. - Platform/Medium comparison: Compare user engagement across platforms to inform resource allocation and marketing strategies. | |
| Unique Users by Country | Shows the count of unique users conversing with the bot from various countries, highlighting the top 5 countries and their percentage contributions. | Calculated by capturing the IP address of the user and translating it to a standard location using the ip2location database. | - Geographical user analysis: Understand user distribution across countries to inform regional strategies. - Localization and targeting: Tailor content and features based on the unique users by country data. |
| User Activity by Time | Displays user frequency over a specific period, organized by day and time. Useful for analyzing when user activity peaks and dips. | Calculated by aggregating the number of unique users who interacted with the bot within each hourly interval for the selected period. | - Resource allocation: Identify peak user activity hours to allocate resources effectively and ensure prompt responses to user inquiries. - Scheduled maintenance: Determine low-activity hours to schedule maintenance, minimizing service disruption. - Marketing campaigns: Identify optimal hours with high user engagement and conversion rates for launching targeted marketing campaigns. |
| Users by Device | Shows the different types of user devices from which the bot was accessed. | Frequency of unique users conversing with the bot, segregated by device and aggregated for the selected date range. | - Device usage analysis: Analyze user distribution across different devices for optimization. - Device-specific optimization: Optimize user experience based on device-specific data. |
| Bot Accuracy | Shows the percentage of user messages identified by the bot with a certain level of confidence. | Bot accuracy = [1 - (Unidentified user messages / Total User Messages)]*100 | |
| Flow Completion Rate | Measures how many customer intents are fulfilled by the bot for every 100 intents started by users. | Flow completion rate = [(Flow Completed Events) / (Flow Started Events)]* 100 | |
| Deflection Rate | Percentage of queries resolved by the bot without transferring the chat to a live agent, indicating self-service efficiency. | Deflection rate = (Bot sessions without agent handover / Total sessions) * 100 | |
| CSAT | Customer satisfaction score given by users for both bot and agent sessions, rated on a scale of 0 to 5. The graph compares user feedback on bot sessions vs. agent sessions. | ||
| Top Flows Visited | Shows the most frequently triggered flows by users and the average time taken to complete these flows. | Count of completed events for each flow, along with the average time users spent within the flow. | |
| Business-Initiated Conversations | Conversations initiated by the bot or business to provide information, send notifications, or engage with users based on predefined triggers or events. | ||
| User-Initiated Conversations | Conversations initiated by users who send messages or queries to the bot, seeking information or assistance. | ||
| Referral-Initiated | Conversations that occur when users refer the bot to others, allowing the bot to initiate personalized conversations with those referred contacts. |