The first section of the dashboard focuses on four high-level metrics that provide insights into the bot's performance over the selected time frame. By default, the dashboard displays data collected over the two previous weeks, excluding the current week.

Use Cases Volume: The total number of use cases triggered during conversations.
Example: If a conversation triggers 6 use cases, with 1 of them being triggered twice, the recorded volume would be 5 use cases.
Deflection Tags: The total number of deflection tags reached during conversations.
Example: If a conversation triggers the misunderstanding use case 2 times, reaches a deflection tag 3 times, and includes 1 handover request, the recorded events would be 2 misunderstandings, 3 deflection tags, and 1 handover request.
Handover Requests: The total number of handover requests triggered during conversations.
Example: In the same conversation, if the misunderstanding use case is triggered 2 times, a deflection tag is reached 3 times, and 1 handover request is made, the recorded events would be 2 misunderstandings, 3 deflection tags, and 1 handover request.
Misunderstandings: The total number of times the misunderstanding use case is triggered during conversations.
Example: As before, with 2 misunderstandings, 3 deflection tags, and 1 handover request, the recorded events would be 2 misunderstandings, 3 deflection tags, and 1 handover request.
Comparison to Previous Period: Based on the selected time frame, the previous period is calculated as the same number of days ending on the day before the current time frame begins.

Events Over Time: Deflection tags, handover requests, and misunderstandings can be tracked over time. Depending on the selected time frame, this data can be viewed daily, weekly, or monthly.

Use Cases Performance

This section provides detailed insights into how your use cases are being used, helping you understand customer needs and whether your implemented use cases meet those needs.

Use Cases by Volume

Use cases are ranked based on the number of times they are triggered during conversations. The list can display the top-ranking use cases or be reversed (using the top right corner controls) to show the lowest-ranking use cases.

Volume of a Use Case: The total number of times this use case is triggered during conversations.
Rate of a Use Case: The ratio of this use case's volume to the total number of use cases triggered in conversations.
Progress on Rates: The progress of these metrics is displayed in percentage points (pp).
Example: If the deflection rate is 28.5% in the current period and 30.6% in the previous period, the progress would be -2.1pp, calculated as (current period - previous period).

Use Cases by Satisfaction Score

Use cases are ranked based on the Customer Satisfaction (CSAT) ratings they collect during conversations. The list can display the top-ranking use cases or be reversed to show the lowest-ranking use cases.

Satisfaction Score of a Use Case: Calculated based on the positive CSAT ratings received over all ratings (positive and negative) shared through this use case.
Satisfaction score = (CSAT positive ratings × 10) / (CSAT positive + negative ratings)
Progress on Scores: The progress of satisfaction scores is displayed in points (pt).
Example: If your bot recorded an 10/10 satisfaction score in the current period and a 2.5/10 score in the previous period, the progress would be +7.5pts, calculated as (current period - previous period).

Use Cases by Deflection

Use cases are ranked based on the number of deflection tags they reach during conversations. The list can display the top-ranking use cases or be reversed to show the lowest-ranking use cases.

Volume of Deflection Tags: The total number of deflection tags reached during conversations through this use case.
Rate of Deflection Tags: The ratio of deflection tags reached through this use case to the total number of deflection tags reached in all use cases.
Progress on Rates: Progress is displayed in percentage points (pp).
Example: If the deflection rate is 12.5% in the current period and 11.4% in the previous period, the progress would be +1.1pp.

Use Cases by Handover

Use cases are ranked based on the number of handover requests they trigger during conversations. The list can display the top-ranking use cases or be reversed to show the lowest-ranking use cases.

Volume of Handover Requests: The total number of handover requests triggered through this use case.
Rate of Handover Requests: The ratio of handover requests triggered through this use case to the total number of handover requests triggered in all use cases.
Progress on Rates: Progress is displayed in percentage points (pp).
Example: If the handover rate was 100% in the current period and 4.1% in the previous period, the progress would be +95.9pp.

Categories Performance

The final section focuses on the performance of your use case categories. Categories are manually created folders that can contain one or multiple use cases.

Categories by Use Cases Volume

Categories are ranked based on the number of use cases triggered in conversations. The list can display the top-ranking categories or be reversed to show the lowest-ranking categories.

Volume of a Category: The total number of times the use cases within this category are triggered in conversations.
Rate of a Category: The ratio of the use case volume in this category to the total number of use cases triggered in all conversations.

Categories Breakdown

Categories are sorted based on the volume ratio of use cases triggered in conversations. The volume can be compared to the ratio of use cases implemented, or switched (using the top right corner controls) to compare it to the satisfaction score of the category.

Rate of a Category by Volume: The ratio of the use case volume in this category to the total number of use cases triggered in all conversations.
Rate of a Category by Implementation: The ratio of the use cases implemented in this category to the total number of use cases implemented in the builder.
Satisfaction Score of a Category: Calculated based on all CSAT ratings collected in the use cases within a category.
Example: If Category #1 contains two use cases—Use Case A with 80 positive and 0 negative ratings, and Use Case B with 0 positive and 20 negative ratings—the category satisfaction score would be 8.0/10, calculated as (CSAT positive ratings × 10) / (CSAT positive + negative ratings).