The use of statistics is important for every Watermelon user. By regularly analyzing your statistics, you can further optimize and automate your chatbot. In this article, we explain how you can do this.
- Total number of conversations
These are the total number of conversations that have been received. Both chatbot conversations and live chat conversations.
- Number of conversations with a chatbot
These are just the chatbot's conversations. So no agent was involved here.
- Number of conversations with agents
These are the total number of conversations with an agent or employee. These can be conversations that have been forwarded by the chatbot as well as only live chat conversations.
- Number of conversations during office hours
These are the number of conversations during the office hours you set. These are therefore determined by the out-of-office message settings. If you have not entered this, the tile will indicate that it has no data.
- Number of conversations outside office hours
These are the number of conversations outside the office hours you have set. These are therefore determined by the out-of-office message settings. If you have not entered this, the tile will indicate that it has no data.
- Average speed of pick up time by agents
This is the average speed at which all agents pick up an incoming conversation. This figure is only measured during office hours. The counter starts when the conversation comes in until the agent picks up the conversation.
- Average handling time of agents
This is the average handling time of all agent conversations. The counter starts when the conversation is taken over by an agent until the last message sent.
- Number of conversations per channel
These are the total number of conversations that have come in on the different channels that you have live.
You can easily export this data by choosing a date range and clicking the export button. More information about exporting your statistics can be found here.
These statistics are very important for measuring the effectiveness of your chatbot. For example, do you see a high number of conversations outside office hours? Then you know that your accessibility has been increased by using the chatbot. For example, do you see a peak in the number of conversations around opening time? Then you know that you have to deploy more agents (or optimize the chatbot) at this time.
Want to learn even more about statistics? Check out our statistics tutorial!
Statistics are not visible in older subscriptions. Please contact your Customer Success Manager for more information.