The use of statistics is crucial for every Watermelon user. By regularly analyzing your statistics, you can continuously optimize and automate your chatbot. In this article, we will explain how you can do this.
- Total number of conversations
This is the overall number of incoming conversations, including both chatbot interactions and live chat conversations.
- Number of conversations with a chatbot
These are exclusively conversations handled by the chatbot without any agent involvement.
- Number of conversations with agents
These include all conversations with an agent or staff, including conversations that were transferred by the chatbot and pure live chat interactions.
- 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 represents the total number of conversations that come through various live channels 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).
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.
Please note: Statistics may not be available in older licenses. For more information, contact us at firstname.lastname@example.org.