Last updated: 12 May 2021 

Metrics allow you to keep track of your chatbot’s performance.

The chatbot platform comes with a variety of built-in metrics.

List of built-in metrics

Metric

Type

Description

Total subscribers

Number

The total number of people that have engaged with the chatbot. (Includes opening the chatbot and receiving the welcome message)

Total messages

Number

The total number of messages your chatbot has sent and received.

Average interactions

Number

The number of total messages divided by the number of total subscribers.

Top FAQ’s triggered

Table

The most frequently triggered FAQs, in descending order.

FAQ’s triggered

Number

The total number of FAQ answers sent by the chatbot.

Helpful FAQ’s

Number

The total number of times a user clicked `Yes’ when asked if an FAQ answer was helpful or not.

Human fallback triggered

Number

The number of times a user has requested help from a human.

Small talk triggered

Number

The total number of small talk answers sent by the chatbot.

Message types

Pie chart

The split in message types sent by the chatbot.

Not understood messages

Number

The number of times the chatbot was unable to provide a response to a user’s question.

Messages per intervals

Line chart

A graph of messages sent and received over a specified time range (daily / weekly / monthly / quarterly).

Subscribers per location

Pie chart

The split of chatbot users by location.

Active subscribers

Number

The number of subscribers who have sent at least one message.

Incomplete fallbacks

Number

The number of times a user has asked for help from a human but not provided all of the required details such as email or name.

Not helpful FAQs

Number

The number of times a user has responded with ‘No’ when asked whether an FAQ response was helpful.

Total live chats

Number

The number of times a live chat agent has connected with a user after a live chat request.

Helpful live chats

Number

The number of times a user has responded with ‘Yes’ when asked whether a live chat session was helpful.

Not helpful live chats

Number

The number of times a user has responded with ‘No’ when asked whether a live chat session was helpful.

FAQ’s vs live chat requests

Pie chart

The split between the number of messages answered by the chatbot and the number of live chat requests.

Live chat users per location

Pie chart

The split of live chat users by location.

Feedback responses

Pie chart

The split between helpful FAQs, not helpful FAQs, and no user feedback.

Live chats claimed

Number

The number of times live chat agents have claimed live chat requests.

Unique live chats claimed

Number

The number of times live chat agents have claimed live chat requests per unique user (e.g. if the same user requests live chat twice, this metric will only increase by one).

Live chats unclaimed

Number

The number of times live chat agents have unclaimed live chat requests.

Average live chat queue time

Number

The average length of time between a chatbot user requesting a live chat agent and the live chat agent accepting the request.

Live chats resolved

Number

The number of resolved live chat requests.

Average live chat resolution time

Number

The average length of time between claiming a live chat request and marking it as resolved.

Top links clicked

Table

The most frequently clicked links across the entire chatbot.

Total links clicked

Number

The total number of links clicked across all chatbot messages.

Tickets created

Number

The total number of tickets created.

Tickets resolved

Number

The total number of tickets marked as resolved.

Average ticket resolution time

Number

The average length of time between opening a ticket and marking it as resolved.

Subscribers per language

Pie chart

A split of your chatbot users by language.