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Data Collection

The data is collected on a daily basis. Every day at 2:05 am (UTC) we update the aggregation and display metrics from the day before.

The Analytics section is divided into five main tabs, each offering specific insights into your bot's performance:

1. Overview: Provides high-level metrics and volume metrics, offering a general understanding of your bot's overall performance.
2. Conversations: Focuses on metrics related to conversation deflections and handovers, giving insights into how effectively your bot is managing interactions.
3. ROI: Tracks Return on Investment metrics, allowing you to monitor the value your bot is generating for your business.
4. Use Case: Delivers detailed insights into the data related to your bot's use cases, helping you understand which use cases are most effective.
5. NPS & CSAT:
   • NPS (Net Promoter Score): Measures customer experience on a global scale.
   • CSAT (Customer Satisfaction Score): Evaluates customer satisfaction with specific responses provided by your bot.

Analytics Filters

You can filter data across all analytics dashboards in three ways:

• By Language: Filter for multilingual bots to view metrics specific to each language your bot supports.

  

• By Channel: Filter by customer-facing channels, including specific widgets configured in the system.

  

• By Date Range: Select a specific date range to focus on, with performance trends comparing this range to the previous period. The default date range is set to the past 14 days.

  
  

Analytics Time Scale

Dashboards that track changes over time can be displayed on a timeline using different time scales:

• Daily: Data is shown day by day.
• Weekly: The weekly time scale starts on Monday. If your selected date range begins mid-week (e.g., Wednesday), the weekly data will include metrics from Monday and Tuesday of that week.
• Monthly: The monthly time scale starts on the 1st day of the month. If the selected date range starts on a different day, the monthly data will still include metrics from the 1st of that month.

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Available Data

Please note that analytics data is displayed with a 1-day delay. Therefore, the dashboards will only display data up until the previous day. Today's data will not be included.