The use of statistics

The use of statistics is essential for every Watermelon user. By regularly analyzing your statistics, you can continuously optimize and automate your chatbot. In this article, we explain how to do this.

• Total number of conversations
  

  This is the total number of incoming conversations, including both chatbot conversations and live chat conversations.

• Number of conversations with a chatbot
  

  These are exclusively conversations with the chatbot, where no agent has been involved.

• Number of conversations with agents
  

  These are all conversations with an agent or employee, including conversations forwarded by the chatbot and purely live chat conversations.

• Number of conversations during office hours
  These are the conversations that take place within the office hours you have set. These times are determined by the settings of the absence message. If you haven't filled in this information, the tile will indicate that there are no data available.
• Number of conversations outside office hours
  These are the conversations that occur outside the office hours you have set, as determined by the settings of the absence message. If you haven't filled in this information, the tile will indicate that there are no data available.
• Average speed of pick up time by agents
  This is the average time it takes for agents to respond to incoming conversations. It is only measured during office hours, from the moment the conversation arrives until the agent picks it up.
• Average handling time of agents
  This is the average time agents spend handling conversations, from the moment they take over the conversation until the last sent message.
• Number of conversations per channel
  

  This is the total number of conversations coming in via different live channels that you have set up.

These statistics are essential for measuring the effectiveness of your chatbot. For instance, if you notice a high number of conversations outside office hours, you know that the chatbot has increased your availability. Similarly, if you see a peak in the number of conversations around opening time, it indicates that you may need to deploy more agents (or optimize the chatbot).

Exporting conversations

You can easily export your conversations by selecting a date range and clicking on "Exporting Conversations". Then, you can choose between "Agent conversations only" or "All conversations" (including those with the chatbot). Click "Export" to download the overview.

Note: The export is in UTC time zone, which might differ from your time zone. As a result, the times shown may differ from the actual times of the chats.