Conversations Analytics

• Chat session reports: Identifies common user navigation paths within chatbot interactions.
• Abandoned session report: Highlights where users tend to abandon conversations, helping to improve bot engagement.
• User interaction and Question interaction chart: The bar chart provides a graphical representation of the conversations that has impacted the bot quality
• User analytics report: Measures how effectively the bot understands and processes user intent.
• Conversation Length Metrics: Analyzes average interaction time per session.
• Bot conversations report: The analyst shall review bot conversations based on the reports downloaded over any period.

Conversation Data Fields

Field	Type	Data Description	Possible Values
Type	Dropdown	Categorizes the overall conversation purpose. This can be viewed in the dashboard for detailed analytics	Get Information, Raise a Request, Ask a Question, Incident, Create a Workflow, Nothing, Others
Feedback	Dropdown	User satisfaction rating given in conversation end	Highly Positive, Positive, Neutral, Poor, Very poor, No Feedback
Topic	Tag	AI-generated conversation topic classification, not being used anywhere but can be viewed in the dashboard for detailed analytics	Dynamic AI-generated tags based on conversation content
Special Tag	Dropdown	Special categorization of conversation intent	Knowledge_Task, Followup_Ticket
Escalate	Dropdown	Indicates if conversation was escalated	true, false
Conversation Status	Dropdown	Whether conversation reached completion	Completed, Incomplete
Duration	Number	Total conversation time in milliseconds	Numeric value (milliseconds)
Performance	Dropdown	This contains an AI-generated field value. Discussions are Good, Excellent, Poor. AI would rate any of these judging on how bot performed against the user question queries	Excellent, Good, Poor
Source	Dropdown	Platform/channel where conversation originated	ChatBot Mobile, ChatBot WebForm, ChatBot Email
Session ID	Text	Unique identifier for conversation session	Alphanumeric session identifier
Conversation Messages	JSON	Contains metadata about the conversation itself (ID etc.)	JSON object containing metadata
Conversation Transcript	JSON	Contains the actual message exchange history between users	JSON object with conversation messages