After logging in to the admin system, select Chatbot from the navigation pane on the left-hand side of the page. Then, select Analytics from the pull-down menu. 


The Analytics dashboard allows you to monitor the performance of your chatbot(s) in real time via graphs and other high-level statistics that provide an overview of chatbot usage, and highlights top topics and trends. 


You can view additional details about the data on the Analytics dashboard by hovering your mouse cursor over the graph you would like to know more about.



Access to Analytics is determined by permission level. If you need to send a PDF report to someone who is not able to view the Analytics dashboard, you can set the filter at the top of the dashboard to the appropriate date range, and then export/print/save as a PDF. 


Definitions


  • Conversation: A group of interactions from when the user asked the first question to when they navigated away from the chatbot.
  • Question: One user question (interaction) and one chatbot response
  • Response Types    
    • Knowledge base - Your chatbot identified a matching response to the user's question within the Knowledge base (General Library & Custom Questions).
    • Suggestion boxes - Your chatbot did not identify a matching response to the user's question within the Knowledge base, and provided a few suggestions of related questions from which the user could choose. 
    • Search - Your chatbot did not identify a matching response to the user's question within the Knowledge base, and provided relevant links from your institution's website. (Web pages related to a client's contracted department are indexed as part of the chatbot setup process.)
    • IDK ("I Don't Know") - Your chatbot did not identify a matching response to the user's question from within the Knowledge base, and was also unable to provide relevant suggestions or links. The user was invited to complete a contact form to be sent to the applicable office for a response from a staff member.
    • Other - Your chatbot was unable to decipher the user's input.
    • Smalltalk - Interactions outside of the chatbot's primary content purpose (e.g. "What is your favorite color?")

  • Knowledge Base Size:
    • General Library Overrides - Responses to General Library questions that have been customized by your institution.
    • Custom Questions - Questions and responses that have been created by your institution.



  • Top Topics: The top 5 topics your users have asked about in the past 30 days.
  • Top IDKs: The top 5 topics that received an IDK response from your chatbot.
  • Top Pages: The top 5 pages on your website from which users open your chatbot.
  • Top Clicks: The top 5 website links in chatbot responses clicked on by your users


Page-Based Analytics


Analytics can be filtered by office/department. Conversations are classified by the website URLs identified in the URL Matching section of the Look & Feel area in chatbot admin unless a user selects a specific office during the course of their conversation with the chatbot (e.g., through the IDK process or Live Chat selection).


Choose the applicable office(s)/department(s) to view statistics related to the chatbot embedded on those pages.



Analytics can also be filtered by date by changing the "Start Date" and "End Date" range. While "Conversations (All-Time)" will continue to show the total number of conversations and interactions over the entire lifespan of your chatbot, "Conversations (x/x/xxxx-y/y/yyyy)" will show only the conversations and interactions inside the defined date range.