Understanding user metrics
In this article, we will delve into the concept of user metrics and explore various aspects related to it.
Overview of user metrics
The user metrics section provides valuable insights about the users of your bot. The following user metrics can be monitored on this page:
| Metric | Description |
|---|---|
| User traffic | This metric includes the number of users visiting your bot, the number of messages sent to your bot, and the duration of the chat. |
| User retention | This metric compares the number of new users versus old users. |
| Users by demographics | User data classified based on the location from where the bot is being used. |
| User retention and User engagement trends | This metric analyzes the retention and engagement trends specifically for mobile and web platforms. |
| WhatsApp consumption | This metric provides insights into the consumption patterns of a selected WhatsApp phone number. |
To view user metrics, follow these steps:
- Open Insights > Metrics.
- Select User Metrics tab.
Filter data for a specific time period
You can filter and view the metrics for a specific time period by selecting the desired time range from the dropdown menu. For example, you can choose to view the metrics for the last 7 days or the last 90 days.
- If you want to analyze a custom range, such as from September 21st to September 23rd, click on Custom and select the desired range.
Export/Download user data
The following user metrics are available for quick download:
- User traffic
- User by demographics
- Weekly user traffic
- Chat transcripts
- User details
- Notification statuses by campaign ID
To download any of these metrics:
- Click Export data.
- Select the required metrics and click Export Reports. You can also download all the reports as PDF.
For scheduling reports, refer to the steps mentioned here.
Download chat conversations
To download the chat transcripts (conversations between bot/agent and user):
- Apply the desired time filter to specify the conversations within that time range.
- Click Export data.
- Select Chat transcripts.
- Click Export.
Filter data for different channels
User metrics are measured across all channels. However, if you want to obtain results for specific channels that are activated for your bot, select the desired channel from the Channel dropdown menu.
User traffic
User traffic is calculated for all the channels.
This widget provides comprehensive metrics to understand the user traffic to your bot within a specific timeframe. You can select different headings to view the corresponding graphs for the chosen time range.
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Messages: This metric represents the number of messages exchanged between the bot, user, and agent. It can be further filtered based on different criteria.
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Unique users: This metric shows the total count of unique users who interacted with the bot. It can be filtered for bot users and notification users.
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New users: This metric represents the number of users who interacted with the bot for the first time.
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Sessions: This shows the number of sessions created by users on the bot.
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Average session per user: This metric denotes the average number of sessions created per user.
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Average session duration: This metric represents the average duration of user-bot conversations. A session is considered to be of 24 hours, regardless of the number of interactions within that time window. After 24 hours, a new session is initiated.
User retention
User retention is calculated for all the channels.
This widget illustrates the distribution between new users and returning users who visit the bot.
- A new user is someone who visits the bot for the first time.
- A returning user is someone who has visited the bot before.
Users By Demographics
This widget provides insights into the user demographics of your bot based on selected parameters.
Demography parameters
Some of these metrics are captured for all sources, while others are specific to limited sources like web & mobile.
The dropdown menu allows you to select various parameters for viewing user demographics, including country, region, device, platform, medium, campaign, and source.
Demography data
Users who interact with the bot come from different locations, sources, and campaigns. The total count and percentage of users are shown for the specified date range based on the chosen parameter from the dropdown menu.
User retention trend
User retention trend is calculated for Web & Mobile.
This widget demonstrates the types of users who visit the bot within a specific timeframe. A user who engages with the bot for the first time is categorized as a user-visited, while a returning user is categorized as a user-revisited.
User engagement trend
User engagement trend is calculated for Web & Mobile.
The widget visualizes the different stages of user engagement through a funnel, highlighting the number of users at each stage.
- The blue line represents the number of times the bot was loaded, indicating the total visits to the bot.
- The green line represents the number of users who started with an intent or flow, indicating the number of users who initiated a conversation or interaction.
- The purple line represents the number of users who completed at least one intent or flow, indicating the number of users who successfully completed an interaction or achieved their goal.
The widget allows you to analyze the conversion rates between each stage of engagement, providing insights into how effectively users progress through the interaction funnel.
WhatsApp consumption
WhatsApp consumption is calculated only for WhatsApp bots.
In the WhatsApp Consumption widget, you can select a specific WhatsApp phone number from the dropdown to view its individual consumption data. If no number is selected, the widget displays aggregated data for all connected numbers.
The three categories tracked for WhatsApp phone numbers are:
| Section | Metric | Description |
|---|---|---|
| Paid messages | Authentication | Messages sent to verify users via one-time passcodes (e.g., login, recovery, integrity challenges). |
| Authentication – international | Authentication messages sent to users outside the primary region or country. | |
| Marketing | Promotional messages like new product launches, discounts, and cart reminders. | |
| Utility | Transactional messages such as order updates, alerts, or confirmations. | |
| Marketing lite | Lightweight marketing templates used under certain policy or pricing conditions. | |
| Free messages | Service | Messages sent in response to user-initiated conversations within a 24-hour customer service window. |
| Authentication | Authentication messages sent within a free service window. | |
| Authentication – international | International authentication messages sent within the free window. | |
| Utility | Utility messages sent as part of ongoing free service conversations. | |
| Filter Options | Last 90 days / All numbers | Allows filtering the dashboard data by time period and number segmentation. |
Prior to June 1, 2023, only the main categories of Business-initiated, User-initiated, and Referral conversations were tracked without the subcategories. However, with the WhatsApp update, the subcategories (Authentication, Marketing, Utility, Service, and Referral conversations) are now included in the widget. Here are a few points to note:
- If you select a time period before June 1, 2023, you won't see the updated subcategories in the widget.
- If your custom date range includes both dates before and after June 1, 2023, the updated categories will be applied to the entire range. The subcategories will be available only for the data generated after June 1, 2023.
- Due to these updates, there might be a mismatch in the data when comparing periods before and after June 1, 2023.