Converse Dashboard – drilling down into the details

In addition to a summary, the Dashboard shows detailed analytics for all the bots in the company account, where Converse Analytics is enabled in the bot configuration:

  • To drill down into the detail, either for all bots or for the selected bot, use the graphs.
  • To filter the data by bot, select from the Filter by Bot list (top left).
Selected bot or all bots
Conversations The conversations that have taken place between a user and one of your bots in the selected time period.

To drill down into the detail:

  • Move the mouse pointer over the graphs and bar chart to see a percentage % breakdown.
  • Click to go to the Conversations page to see a complete list of conversations.
  • To understand the context for a result, click to go to the Conversations page and then click View Transcript.
    Note: Conversations recorded in version 1.3 and earlier will not appear correctly.
Satisfaction Shows the percentage of users who respond positively to survey type questions. The answer with the highest response rate is shown here.
This is empty if your bots do not have any questions of this type.
Note: This percentage will only match the value in Tracked Questions if the options to track answers and satisfaction rates were configured at the same time. For details of how to enable this, see Custom defined answers.
Top 10 User Messages Captures the most frequent inbound messages from users. This includes both text entered by the user, buttons tapped/clicked and quick replies. Use this to identify conversation trends and optimize your bots.
Transactions Shows the number of transactions that were started and the number of those that were completed by users:
  • Completed: the user reached the interaction set as the end of the transaction.

    Note that for question interactions answering the question is not part of the transaction.

  • Incomplete: the user started but did not complete the transaction because they did not reach the interaction set as the end of the transaction.

This shows 0 if your bots are not configured to use transactions. For details of how to enable this, see Grouping interactions into transactions.

Tracked Questions For the five questions with the highest number of responses, shows the total number of responses and the percentage breakdown by answer. Use this to track how satisfied your users are with the bot experience.

This is empty if your bots are not configured to track questions in this way.

Note: This percentage will only match the value in Satisfaction if the options to track answers and satisfaction rates were enabled at the same time. For details of how to enable this, see Custom defined answers.

Click to go the Tracked Questions page which shows a complete list of tracked questions.

Tracked Messages Not shown on the Dashboard. To go to this page, select it from the menu on the left.

The page shows all the button clicks for Message interactions with buttons that are defined as tracked. For details of how to enable this, see Buttons for messages.

Confusion Triggers When users enter an utterance that is not accounted for in the design of the bot, a default reply is sent to the user. To improve the user's experience, you would update the bot to include this utterance.

The graph shows which bots are sending default replies. From this you can see whether the changes you make to the bot(s) affect the number of default replies. Data is shown for the last 30 days.

Click to go the Confusion Triggers page.