What This Does #

Shows you how your bot is performing, what users are asking, and where you can improve.

When to Use This #

• You want to understand how well your bot is working
• You need to identify common user problems
• You’re looking for ways to improve bot performance
• You want to measure business impact

Step-by-Step Instructions #

1. Access Analytics
   • Navigate to Analyze tab
   • You’ll see the main overview dashboard
   • Use date picker to select time period for analysis
2. Review Key Metrics
   • Resolution Delivery: See how well your bot solves problems
   • Sentiment Analysis: Understand user emotions and satisfaction
   • User Demographics: Learn about your audience

1. Analyze Performance Data
   • Look for trends and patterns
   • Compare different time periods
   • Identify areas needing improvement

Understanding Key Metrics #

Resolution Delivery Breakdown:

Successful Resolution (Green):

• What it means: Bot completely solved the user’s problem
• Target goal: Aim for 70%+ success rate
• Good performance: Shows bot knowledge is comprehensive
• Low numbers: Indicates need for more training content

Drop-offs (Orange):

• What it means: Users left without getting help
• Concerning if high: May indicate poor user experience
• Common causes: Slow responses, unhelpful answers, confusing interface
• Action needed: Review conversation flows and bot responses

No Resolution (Red):

• What it means: Bot couldn’t help, needed human intervention
• Some percentage normal: Complex issues always need human help
• High numbers concerning: May indicate missing knowledge areas
• Action needed: Add more content, improve bot training

Sentiment Analysis Insights #

Positive Sentiment:

• Indicators: Thank you messages, satisfaction expressions, positive feedback
• High positive: Shows users are happy with bot experience
• Business value: Correlates with customer satisfaction and loyalty
• Maintenance: Keep doing what’s working well

Neutral Sentiment:

• Indicators: Factual questions, straightforward information requests
• Normal baseline: Most business interactions are neutral
• Professional interactions: Shows bot maintains appropriate tone
• Optimization: Look for opportunities to create more positive experiences

Negative Sentiment:

• Indicators: Frustration, complaints, expressions of dissatisfaction
• Immediate attention: High negative sentiment needs quick action
• Common causes: Incorrect answers, poor understanding, technical issues
• Action required: Review and improve problematic conversation areas

User Demographics Analysis #

Geographic Distribution:

• World map view: Shows where your users are located
• Market insights: Understand global reach and expansion opportunities
• Localization needs: Identify markets requiring language support
• Business planning: Inform international expansion decisions

Global Customer Count:

• Total users: Overall reach of your bot
• Growth tracking: Monitor increasing user base over time
• Market penetration: Understand adoption in different regions
• Scaling decisions: Plan resources based on user growth

Date Range Analysis #

Choosing Time Periods:

• Daily view: Monitor recent performance and quick changes
• Weekly view: See patterns and trends over time
• Monthly view: Understand long-term performance trends
• Custom ranges: Compare specific periods or events

Comparison Strategies:

• Before/after: Compare performance before and after changes
• Seasonal trends: Understand how performance varies by season
• Campaign impact: Measure effects of marketing campaigns
• Improvement tracking: Monitor progress over time

Reading Performance Trends #

Positive Trends to Look For:

• Increasing successful resolution rates
• Growing positive sentiment percentages
• Expanding user base and engagement
• Decreasing escalation to human support

Warning Signs to Address:

• Declining resolution rates
• Increasing negative sentiment
• High drop-off rates
• Concentrated problems in specific areas

Using Analytics for Decision Making #

Content Improvements:

• Low resolution areas: Add more training content
• Common questions: Create specific Q&A pairs
• Knowledge gaps: Identify missing information areas
• Content updates: Keep information current and accurate

User Experience Optimization:

• High drop-offs: Improve conversation flow
• Negative sentiment: Address frustration points
• Slow responses: Optimize bot performance
• Confusion points: Clarify bot responses and guidance

Business Strategy:

• Geographic expansion: Target high-usage regions
• Resource allocation: Focus on high-impact improvements
• Team training: Address common escalation issues
• Product development: Inform product decisions with user insights

Setting Up Regular Reviews #

Daily Monitoring:

• Quick check of key metrics
• Identify any immediate issues
• Monitor sentiment for problems
• Review recent user feedback

Weekly Analysis:

• Comprehensive metric review
• Trend identification
• Performance comparison
• Action item planning

Monthly Deep Dive:

• Strategic performance review
• Long-term trend analysis
• ROI and business impact assessment
• Planning for improvements and optimizations

Tips for Effective Analytics Use #

• Set up regular review schedule
• Focus on trends rather than single data points
• Compare performance across different time periods
• Use insights to drive specific improvement actions
• Share relevant metrics with team members
• Track impact of changes through analytics