The first part of this section presents four key metrics that reflect the chatbot's performance over the selected period. By default, the dashboard displays data from the last two weeks, excluding the current week.

• Deflection Rate: The percentage of conversations that did not require a handover and reached at least one deflection tag. This is calculated as the ratio of deflected conversations to the total number of conversations.

• Handover Rate: The percentage of conversations that included at least one handover request. This is calculated as the ratio of handed-over conversations to the total number of conversations.

• Recognition Rate: The percentage of correctly identified use cases out of all use cases entered in conversations. A use case is considered recognized if it is not categorized as a misunderstanding.

• Satisfaction Score: The percentage of positive Customer Satisfaction (CSAT) ratings out of all received ratings (both positive and negative).

• Comparison to Previous Period: For the selected time frame, the previous period is defined as the same number of days ending just before the start of the current time frame.

• Progress CalculationThe method of calculating progress varies based on the type of data:

  • Absolute Numbers: Plain counts, such as the total number of conversations. Progress is shown as a percentage change.
    Example: If your bot recorded 1,500 conversations in the current period and 1,000 in the previous period, the progress is +50%, calculated as ((current period - previous period) / previous period) x 100.
  • Rates: Ratios between two absolute numbers, such as the Deflection Rate. Progress is shown in percentage points (pp).
    Example: If the Deflection Rate was 80% in the current period and 60% in the previous period, the progress is +20pp, calculated as (current period - previous period).
  • Scores: Ratios of survey ratings, such as CSAT or NPS. Progress is displayed in points (pt).
    Example: If the Satisfaction Score was 8/10 in the current period and 6/10 in the previous period, the progress is +2pt, calculated as (current period - previous period).
  

  Customer Conversations and Relationships

This section focuses on the interaction between your customers and the chatbot.

• Conversations: The total number of conversations that were closed 15 minutes after the last customer activity.
• Customers: The total number of unique customers who closed a conversation, aggregated daily.
• Conversations & Customers Over Time: This data can be displayed daily, weekly, or monthly, depending on the selected time frame.