Analytics
Analytics provide a comprehensive view of your chatbot's performance and interactions, offering insights into various metrics and data to help you understand and optimize the chatbot's effectiveness.
Refresh Data Before starting work with the dashboard, it is recommended to refresh data to ensure you have the most up-to-date information. Click the Refresh button located in the upper-right corner of the dashboard to update data.
Selecting Data Span for Analytics To start analyzing data, select the desired date range in the upper left corner. You can either type the date manually or select it from the calendar by clicking on the calendar icon.
Dashboard personalisation
The Dashboard includes default charts, but you can customize it by adding additional charts:
- Click the Add charts button to the right of the date settings.
- Choose your desired chart from the list provided.
To delete a chart from the dashboard:
- Click the menu icon (three vertical dots) in the upper-right corner of the chart.
- Select Delete from the dropdown menu.
- Confirm the deletion by clicking Remove or cancel the operation by clicking Cancel.
To change the view of a chart:
- Click on the menu icon (three vertical dots) in the upper-right corner of the chart.
- Select a desired view option from the dropdown list. Each chart type will have its own set of options (Line chart, Bar chart, Pie chart, etc.)
To change the size of a chart and modify the dashboard layout:
- Resize the chart: Position your cursor on the border or corner of the chart. Click and drag to resize the chart to your desired dimensions, making it either larger or smaller.
- Move the chart: Click and hold the chart, then drag it to a new position on the dashboard. Release the mouse button to drop the chart in the desired location.
Types of charts
All charts show data for the selected date range. The available views can be selected from the chart's menu (three vertical dots).
Conversations
| Chart | Description | Views |
|---|---|---|
| Conversations | Number of initiated chats per day. | Line chart, Bar chart |
| Turns | Number of interactions between the user and the chatbot per day. Each interaction consists of a user message and a corresponding bot response. | Line chart, Bar chart |
| Initial Interaction | The URLs on which users started a conversation, and the number of initial interactions per URL. | Pie chart, Donut chart, Table |
| Peak Times | Number of conversations per hour of the day, indicating the periods of highest user engagement with the chatbot. | Line chart, Bar chart |
Token Usage
| Chart | Description | Views |
|---|---|---|
| Token Usage | Input, output, and total tokens used by the bot, together with the total tokens per day. | Line chart, Bar chart |
| Token Usage by Context | Total tokens per context in which they were used: Flows, Scripts, Test Cases, Knowledge Base, Provider Checks, Cron, Orchestrator, Pre-Processing, Post-Processing, and AI Assist. | List |
| Token Usage by Provider | Total tokens per LLM provider. | List |
| Token Usage by Flow | Total tokens per flow. | List |
Phone
| Chart | Description | Views |
|---|---|---|
| Phone Statistics | Total number of calls per day, with the total calls and average call duration. | Line chart, Bar chart |
| Phone Statistics Breakdown | Time spent with a human and with the bot, speech output and speech recognition durations, and the reasons why calls ended. | Overview |
| Handover Wait Distribution | How long callers waited before being transferred to a human agent. | Line chart, Bar chart |
See Phone Statistics for a detailed description of the phone charts.
Custom Statistics
The Add custom statistic chart displays statistics that your bot records itself. To add it:
- Click Add charts and select Add custom statistic.
- Enter a Title for the chart.
- Select one or more statistics from the list. You can search the list and choose a color for each selected statistic.
- Click Save.
To change the title or the selected statistics later, select Edit from the chart's menu. The chart can be displayed as a line chart, donut chart, or bar chart.
Custom statistics are recorded in scripts with the add_custom_statistic method of the tracker API, which increments a named statistic by the given value:
tracker_api.add_custom_statistic("appointment_booked")
tracker_api.add_custom_statistic("documents_uploaded", 3)
name: Name of the statistic.value(optional): Value to increment the statistic by. Must be at least1. Defaults to1.
Accessing analytics via the API
The analytics data can also be retrieved with an API key:
- Get the report of a bot for a given date range.
- List the names of the custom statistics recorded by a bot.
See API Keys for how to create an API key.