Reports & Dashboard

Dashboard Widgets

Dashboard widgets display data about the conversations between Digital Agent and end users, users, sessions, Live Agent Transfer, and overall performance. These widgets help in monitoring and analyzing the efficacy of Digital Agent and often offer key insights into conversation volumes, response times, and user engagement metrics. (Refer the following screenshot for the widgets dashboard)

Figure: Dashboard widgets

Following are the details and functionality of the Dashboard widgets:

Total Conversations Widget 

The Total Conversations widget provides data about the total conversations initiated with Digital Agent including Live Agent Transfer conversations. The Total Conversations widget appears on the Overview section of the dashboard as a number card. It displays the number of total conversations as per the selected channel and date in the filter. 

On mouseover, the Total Conversations widget also displays information about what the Total Conversations widget is all about. (Refer the following screenshot)

Figure: Total Conversations widget - Information

Total LAT Requests Widget 

The Total Live Agent Transfer (LAT) Requests widget provides data about the total count of Live Agent Transfer requests as per the selected channel and date filter as a number card. 

The Total LAT Requests widget appears on the Overview section of the dashboard. The Total LAT Requests widget also displays information about what the Total LAT Requests widget shows on mouseover. (Refer the following screenshot)

Figure: Total LAT Requests widget - Information

Filters for Total Conversations and Total LAT Requests Widget

Select the channel type from the filter to view the Total Conversations and Total LAT Requests for that specific channel. By default, ‘All Channels’ is selected.

The following screenshot displays the different channels in the Channel type filter:

Figure: Channel filter

Select the date filter to view the details about total conversations and total LAT requests for a specific date range. The different filter options present in the date filter are as under:

• This Week
• Last Week
• This Month
• Last Month
• This Year
• Last Year

The following screenshot displays the different date range present in the date filter:

Figure: Date filter

Channel Specific Conversations Widget

The Channel Specific Conversations widget helps in understanding how Digital Agent performs on different channels like WebChat, Microsoft Teams, Slack. This widget offers statistics and insights into Digital Agent’s performance on different channels and data tailored to specific channels.

The Channel Specific Conversations widget provides channel specific conversation statistics. The widget displays the data related to the conversations by week/month/day. The widget presents the data in a table, or a graph view based on the preference.

How to view Channel Specific Conversations widget?

Use Channel Specific Conversations widget to drill down into the metrics of conversations of Digital Agent with users on different channels.

To view the Channel Specific Conversations widget, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)
   Figure: Reporting & Dashboard - landing page
3. Click Dashboard and click Conversation to view the Channel Specific Conversation widget. (Refer the following screenshot)
   Figure: Channel Specific Conversation Statistics widget - Navigation
4. The widget will display the statistics related to channel specific conversations in a graphical or tabular format. 

Graph View

The graph view of the Channel Specific Conversations widget displays the data over time in a visual format. (Refer for the following screenshot)

Figure: Channel Specific Conversations widget – Graph view

The graph view of the Channel Specific Conversations widget represents the data in the following format:

• X-axis: Month/Week/Day
• Y-axis: Values for different channels (WebChat, Microsoft Teams, Slack)

The x-axis displays the data for different date range (month, week, day) selected from the filter and the format adapts based on the selected date range:

• If the range of selected date is more than a month, then:
  • The widget displays the data in months. Each data on the x-axis represents a month, and the data is aggregated at the monthly level.
• If the range of selected date is more than a week and less than a month, then:
  • The widget will display the data in weeks. Each data on the x-axis represents a week, and the data is aggregated at the weekly level.
• If the range of selected date is less than a week:
  • The widget displays the data in days. Each data on the x-axis represents a day, and the data is displayed at the daily level. 

While hovering over the bars in graph, it will display the metrics of conversation on each channel in different colors, along with the date.

Table View

The table view of the Channel Specific Conversations widget represents the data in a tabular format. (Refer the following screenshot)

Figure: Channel Specific Conversations widget – Table view

The table view of the Channel Specific Conversations widget represents data in the following format:

• Rows: Month/Week/Day
• Columns: Different channels (Web, Teams, Slack)

Export Data

Export the comprehensive report of channel specific conversation data in an Excel or CSV sheet format using the export button in the widget. Download the exported sheet for further analysis and record-keeping.

Conversation Handling Time

The Conversation Handling Time widget provides a comprehensive view of Digital Agent’s efficiency in addressing customer queries. The report not only tracks the average time taken by Digital Agent to resolve customer inquiries once a conversation is initiated but also offers an in-depth understanding of the flow completion time. The data helps for monitoring and optimizing the overall efficiency and performance of Digital Agent in customer interactions.

How to view the Conversation Handling Time widget?

The Conversation Handling Time widget displays the total time of the conversation from the time it started to the time it ended.

To view the Conversation Handling Time widget, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)Figure: Reporting & Dashboard - landing page
3. Click Dashboard > Performance to view the Conversation Handling Time widget. (Refer the following screenshot)Figure: Conversation Handling Time widget

Filters

The Conversation Handling Time widget has the following filter to selectively view and analyze specific data. 

Workflows: Select the specific Workflow type for which you want to view the metrics related to Conversation Handling Time. By default, "All" is selected. There are different Workflow options present in the filter. (Refer the below screenshot)

Figure: Conversation Handling Widget – Workflow filter

View

Select Graphical View or Table View from the filter to view data in a graph or table format.

Graphical View: The graph view of the Conversation Handling Time widget represents the data in the following format:

• X-axis: Month/Week/Day 
• Y-axis: Minimum, Maximum, and Average conversation handling time values

Figure: Conversation Handling Time widget – Graphical view

The Conversation Handling widget captures data and displays the handling time statistics (minimum, maximum, and average) categorized by conversation flow types. While hovering over the line graph, it displays the Minimum, Maximum, and Average conversation handling time in seconds with different color coding. (Refer the below screenshot)

Figure: Conversation Handling Time widget - Labels

The x-axis displays the data for different date range (month, week, day) selected from the filter and the format adapts based on the selected date range:

• If the date selection is more than a month:
  • Display the data in months. Each row represents a month, and the data is aggregated at the monthly level.
• If the date selection is more than a week and less than a month:
  • Display the data in weeks. Each row represents a week, and the data is aggregated at the weekly level.
• If the date selection is less than a week:
  • Display the data in days. Each row represents a day, and the data is displayed at the daily level.

Tabular View

The tabular view will represent the data related to conversation handling time in a table format with following rows and columns:

• Columns: Month, Minimum, Maximum, Average. The Month column will display the date range as per the selection. The Minimum, Maximum, and Average columns will display the minimum, maximum, and average time in seconds.
• Rows: displays the data as per the columns.

Figure: Conversation Handling Time widget – Tabular view

Export the conversation handling time report with the applied filters in an Excel or CSV sheet format using the export button (Refer the below screenshot). Download the exported sheet for further analysis and record-keeping.

Figure: Conversation Handling Time widget – Export report

Response Time for API Integrations

The Response Time for API Integrations widget comes under the Performance dashboard. This widget provides insights into the average time taken by the chatbot to resolve customer queries through outbound API integrations, such as creating tickets for Incidents, Service Requests, FAQ knowledge search, and more.

How to view the Response Time for API Integrations widget?

View the Response Time for API Integrations to track the Digital Agent’s efficiency by monitoring user query resolution time after the conversation is initiated with Digital Agent. The widget represents the average response time for each API category through a bar chart.

To view the Conversation Handling Time widget, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)
3. Figure: Reporting & Dashboard - landing page
4. Click Dashboard > Performance to view the Response Time for API Integrations widget. The next screen displays the Conversation Handling Time widget. Scroll down the screen to navigate to the Response Time for API Integrations widget. (Refer the below screenshot)Figure: Response Time for API Integrations widget

The bar chart of the Response Time for API Integrations widget represents data in the following format:

• X-axis: List of all external APIs (categories, e.g., IM, SR, FAQ, Knowledge search, etc.)
• Y-axis: Minimum, Maximum, and Average response time values

The widget captures timely data and present the response time statistics (minimum, maximum, and average) for each category of outbound API integration. While hovering over the line graph, it displays the Minimum, Maximum, and Average response time in seconds with different color coding. (Refer the below screenshot)

Figure: Response time details in different channels

Select graphical (bar chart) or tabular from the dropdown menu to view the data of Response Time for API Integrations widget in a bar chart or table format.

Filter

The Response Time for API Integrations widget has API Category filter to selectively view and analyze specific data.

API Category: Select the API category for which you want to view the metrics related to response time. By default, ‘All’ is selected.

Chat Success Rate

The Chat Success Rate is a number card in the Dashboard that gauges chatbot efficiency through the percentage of successful transfers. This metric measures and displays the percentage of chatbot interactions that successfully transferred to a Live Agent and the Live Agent accepted the transfer request.

How to view Chat Success Rate?

To view the Chat Success Rate widget, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)Figure: Reporting & Dashboard - landing page
3. Click Dashboard > Live Agent to view Chat Success Rate widget. The screen displays the percentage of chat success rates in the number card. (Refer the below screenshot)Figure: Chat Success Rate - Number card

Chats Accepted by Agents

Chats Accepted by Agents is a number card in the Dashboard that displays the count of successful live agent transfers, ensuring an effective chatbot-to-agent handoff for inquiries. This metric stands as a proof of the seamless collaboration between Digital Agent and Live Agents, portraying the effectiveness of the chatbot-to-agent handoff process in addressing and resolving inquiries with precision and efficiency.

How to view Chats Accepted by Agents?

To view the Chats Accepted by Agents widget, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)Figure: Reporting & Dashboard - landing page
3. Click Dashboard > Live Agent to view the data related to the chats accepted by Live Agents. The screen displays the count of Chats Accepted by Agents in the number card. (Refer the below screenshot)Figure: Chats Accepted by Agents - Number card

Chats Unattended by Agents

Chats Unattended by Agents is a number card in the Dashboard that tracks the conversation transfer requests ignored by or unattended by the live agents. This metric helps in evaluating the responsiveness and chatbot-to-agent handoff efficiency to prevent unattended inquiries.

How to view Chats Unattended by Agents?

To view the Chats Unattended by Agents widget, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)Figure: Reporting & Dashboard - landing page
3. Click Dashboard > Live Agent to view data related to the chat requests unattended by the Live Agents. The screen displays the count of Chats Unattended by Agents in the number card. (Refer the below screenshot)Figure: Chats Unattended by Agents – Number card

Live Agent Average Transfer Time

The Live Agent Average Transfer Time widget tracks the average time it takes for a chatbot interaction to be transferred to a Live Agent, specifically from the moment the transfer is requested to when the Live Agent accepts the transfer. This metric is crucial for monitoring and optimizing the transfer process, identifying bottlenecks, and improving agent handling efficiency.

How to view Live Agent Average Transfer Time?

The Live Agent Average Transfer Time widget provides at-a-glance insights into operational efficiency by showcasing the average time taken for Live Agent Transfers, aiding in prompt decision-making.

To view the Average Transfer Time widget, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)Figure: Reporting & Dashboard - landing page
3. Click Dashboard > Live Agent to view the Average Transfer Time widget. Scroll down to view the Average Transfer Time widget. (Refer the below screenshot)Figure: Average Transfer Time

The Average Transfer Time widget displays the average transfer time (in seconds, minutes, or hours) taken for an interaction to be transferred to a Live Agent. The widget displays the data in a line graph format.

The line graph showcases the average transfer time over time, providing insights into the trends and changes in transfer time performance.

The line graph of the Average Transfer Time widget represents data in the following format:

• X-axis: Time period (Weeks/Days/Months)
• Y-axis: Average transfer time 

Deflection Rate Widget

The Deflection Rate Widget displays the metrics related to the count of user queries that Digital Agent successfully resolves by showing the knowledge articles and FAQs, without the need for ticket creation. The widget displays the count of users who have clicked ‘I am done’ button prompted by the Digital Agent after displaying knowledge articles and FAQs.

How to view the Deflection Rate Widget?

The Deflection Rate widget is a key performance indicator, indicating Digital Agent’s effectiveness in handling user queries by displaying the right and relevant knowledge articles.

To view the Deflection Rate Widget, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)Figure: Reporting & Dashboard - landing page
3. Click Dashboard > Conversation to view the Deflection Rate widget. The screen shows the channel specific conversation statistics widget.
4. Scroll down the screen to view the Deflection Rate Widget in a bar chart format. (Refer the below screenshot)Figure: Deflection Rate Widget

The bar chart provides a comprehensive breakdown of the deflection rate by showing the distribution of resolved queries among different categories. Each bar represents a category of resolved queries, such as IM, SR, others.

The bar chart in Deflection Rate widget displays the data in the following format:

• X-axis: Incident, Service Request, Others
• Y-axis: Count of user queries resolved without raising a ticket 

While hovering over a bar on the bar chart, it shows the count of user queries resolved through FAQs, and knowledge articles along with the module (whether Incident, Service Request or others). Displaying the exact values on the bars helps in precise understanding. Also, including information regarding the different modules for which the user queries were related ensures clarity in understanding. 

Adoption Rate

The Adoption Rate widget displays the count of users who interacted with Digital Agent in a specific time interval. The widget serves as a dynamic tool that diligently monitors the fluctuation of user adoption on a month-to-month basis. Through its intuitive presentation in the form of a line graph, it encapsulates the evolving landscape of user acceptance, providing a visual narrative of Digital Agent's journey among its user bases.

This widget transcends mere numerical data, offering a comprehensive perspective on the platform's trajectory and resonance within the user community. As the line gracefully weaves through the graph, it unveils the story of growth, illustrating the evolving acceptance of Digital Agent among users over time.

How to view Adoption Rate widget?

Adoption Rate widget stands as a vital compass guiding the ongoing evolution and success of Digital Agent in the dynamic realm of user engagement.

To view the Adoption Rate Widget, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)Figure: Reporting & Dashboard
3. Click Dashboard > User and Session to view the Adoption Rate widget. The screen shows the Adoption Rate widget. (Refer the below screenshot)
   Figure: Adoption Rate widget
4. Click User to view the Adoption Rate statistics based on the number of users. Click Session to view the Adoption rate statistics based on the number of sessions.
   Figure: Adoption Rate Widget - User
   Figure: Adoption Rate Widget - Session
   

The line graph of Adoption Rate widget displays the monthly total count over time, allowing for trend analysis and comparison. It displays data in the following format:

• X-axis: Time (Months/Days/Weeks)
• Y-axis: Total count of user adoption 

Each data point on the line graph represents the total count of user adoption for a specific time. The line connects these data points, showing the trend and changes in user adoption over time.

While hovering over the line graph, it displays the exact count values on each data point along with the date enhances clarity and enables precise analysis. (Refer the following screenshot)

Figure: Adoption Rate widget - Labels

Export Data

Export the comprehensive report of the Adoption Rate with the applied filters in an Excel or CSV sheet format using the export button (Refer the below screenshot). Download the exported sheet for further analysis and record-keeping. When you select the Adoption Rate for User, the report will export the data of the Adoption Rate for the users only. When you select the Adoption Rate for Session, the report will export data of the Adoption Rate for the sessions only.

LAT Trends Report

The LAT Trends Report tracks the trends in Live Agent Transfers (LATs) over time. This report places its analytical lens on the quantitative aspect of LATs by displaying the data on a bar chart. The LAT Trends Report helps monitor the transfer rates of Live Agent Transfers over time and provides actionable insights to investigate and address any significant changes.

How to view the LAT Trends Report?

View and leverage the Live Agent Transfer Trends Report to make informed decisions and optimize processes based on the real-time insights provided.

To view the LAT Trends Report, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)Figure: Reporting & Dashboard - landing page
3. Click Dashboard > Live Agent to view the LAT Trends Report. Scroll down to view the LAT Trends Report. (Refer the following screenshot)Figure: LAT Trends Report

The bar chart of LAT Trends Report displays the LAT count for a specific Live Agent on each bar. This representation allows for a clear comparison of LAT counts between agents and highlights any significant variations over time. It displays data in the following format:

• X-axis: Agent (Name of the Live Agent)
• Y-axis: Total number of LAT requests (Live Agent Transfers) 

Select Graphical view or Tabular view from Show as option to view LAT Trends report in a graph or table format.

Filter

Filter the data as per your requirement for the LAT Trends Report for focused understanding of the trends on different channels and for different date ranges.

Following is the filter present in LAT Trends Report:

• Channels: Select the specific Channel type for which you want to view the metrics related to LAT Trends report. By default, "All" is selected. 

Export the entire report for the LAT Trends Report with the applied filters in an Excel or CSV sheet format using the export button (Refer the below screenshot). Download the exported sheet for further analysis and usability.

Figure: LAT Trends Report - Export

Reports

Conversation Report 

Imagine having the power to unveil the in-depth details of the conversations between Digital Agent with end users will provide you valuable insights into the dynamics of these conversations. The Conversation Reports - a game-changing feature of Digital Agent engineered to provide a comprehensive overview of the conversations that unfold between Digital Agent and users. 

How to view Conversation Reports? 

View the conversation reports to analyze the metrics related to conversations between Digital Agent and the end users. You can also export the report, enabling informed decision-making and tracking of key metrics. 

To view the conversation reports, perform the following steps:

1. Login to the workbench.
2. Click Reporting & Dashboard from the left menu. (Refer the below screenshot)Figure: Reporting & Dashboard - landing page
3. The reporting & dashboard screen appears. (Refer the below screenshot)
   Figure: Conversation Report

Filters

There are filters to view the Conversation Reports to enable users to tailor the data view to their specific needs. This enhances data relevancy and enables more focused analysis. 

Following are the filters present in the Conversation Reports:

• Channel: Select the channel for which you want to view the reports of the conversations. By default, ‘All’ is selected. The filters available are API, Slack, WebChat, Microsoft Teams.
• Date: Select the custom dates for which you want to view the reports of the conversations. By default, the selection is of ‘last 7 days.’
• Conversation Type: Select the conversation type, whether the conversation happened between Digital Agent and user, or Live Agent and user.  By default, ‘All’ is selected.
• Time Zone: Select the time zone to view the conversation reports along with the time stamp in the desired format. The available filters are UTC, IST, MYT, EST, CST, PST, BST / CET. The same time zone applies to all the information displayed in the conversation report. By default, UTC is selected.

Details in Conversation Reports

The Conversation Reports provides complete details of the conversation that the user has with Digital Agent.

The following columns are included in the Conversation Reports:

• Session ID: This is a unique identifier assigned to a specific instance of the conversation between a user and Digital Agent. It is used to track and manage the flow of communication between the user and the chatbot during a single interaction session.
• Conversation ID: This is a unique conversation identifier assigned to a conversation. Click the Conversation ID to view the complete drill down details on a new pop-up window.
• Timestamp: This is the time stamp denoting the start time of the respective conversation.
• End User Name: This specifies the name of the end user with whom the conversation of Digital Agent has happened.
• Conversation Type: This specifies whether the conversation happened between the end user and the Live Agent or between the end user and Digital Agent.

Conversation ID Details

Upon clicking the Conversation ID, a pop-up window appears with all the conversation details. This provides a more detailed view of the conversation, enhancing better data comprehension, and enabling in-depth analysis. (Refer the below screenshot)
Figure: Conversation ID details

The pop-up window displays the following details:

• Session ID: This specifies a unique identifier for a particular session. This appears on top in the pop-up window.
• Conversation ID: This is a unique identifier assigned to a specific conversation between the user and Digital Agent. This appears on top in the pop-up window alongside the Session ID.
• LAT ID: This is a unique identifier assigned to an instance if the conversation happens between the Live Agent and the user.
• Analyst Name: This specifies the Analyst (Live Agent) with whom the end user has conversation through the Digital Agent.
• From: This field specifies the from whom the selected message is sent. It will display the names of the Live Agent and End User with different icons.
• Date/Time: This field specifies the date and time of the conversation.
• Conversation: This field displays the messages of the conversation that happened between the Live Agent and the End User.

Export Data

Export the comprehensive conversation report with the applied filters in an Excel or CSV sheet format using the export button (Refer the below screenshot). Download the exported sheet for further analysis and record-keeping.

Figure: Conversation Report – Export