Analytics
In this section, you will find the combination statics data from all the bots in your workspace.
There will be 2 sections to find out how are your chatbot performing.
Analytics overview
The Messagingme.app platform’s analytics page provides a comprehensive overview of your chatbots’ performance. The page is divided into several sections that include various metrics, filters, and visualizations to help you monitor and optimize your chatbots effectively.
Overview Metrics
This section provides high-level metrics and charts to give a quick snapshot of your chatbot’s performance over a selected timeframe (e.g., last 30 days).
Metrics:
- Total Bot Users: The total number of users who have interacted with your chatbots.
• New Bot Users: The number of users who have interacted with your chatbots for the first time.
• Active Bot Users: The number of users who have interacted with your chatbots within the specified timeframe.
• Average Daily Active Users: The average number of users who have interacted with your chatbots each day.
Charts:
- Total Bot Users Chart: Displays the number of users over time, showing trends in user growth and retention.
• New Bot Users Chart: Shows the number of new users interacting with your chatbots over time.
• Active Bot Users Chart: Illustrates the activity level of users over time, helping to identify peak interaction periods.
Messages and Emails:
- Sent Messages: The total number of messages sent by your chatbots.
• Received Messages: The total number of messages received by your chatbots.
• Sent Emails: The total number of emails sent by your chatbots.
• Email Open Rate: The percentage of sent emails that were opened by users.
• Messages Chart: The total number of messages sent and received in your workspace:
• New Bot Users By Channel: This table shows the channels distribution of new bot users:
Detailed User Analytics
This section provides deeper insights into the characteristics and behavior of new bot users, including demographic and technical details.
Metrics and Visualizations:
New Bot Users By Gender:
- Description: This pie chart shows the gender distribution of new bot users.
New Bot Users By Language:
- Description: This pie chart displays the primary languages of new bot users.
New Bot Users By Timezone:
- Description: This pie chart indicates the timezones of new bot users.
New Bot Users By Country:
- Description: This pie chart illustrates the countries from which new bot users are interacting.
New Bot Users By Platform:
- Description: This pie chart shows the operating systems or platforms new bot users are using
New Bot Users By Device Type:
- Description: This pie chart provides information about the device types used by new bot users.
Use Cases:
- Monitor Chatbot Performance: Identify areas for improvement by analyzing user activity and message flow.
- Demographic Analysis: Understand the gender distribution, primary languages, and geographical locations of your new bot users to tailor your chatbot’s content and responses.
- Technical Optimization: Optimize your chatbot’s performance and compatibility based on the most common platforms and device types used by your audience.
- Targeted Campaigns: Use timezone and country data to schedule and localize marketing campaigns effectively.
- Identify Popular Channels: Focus efforts on channels that generate the most results to maximize engagement.
By leveraging the metrics and visualisations provided on the UChat analytics page, you can make data-driven decisions to enhance user engagement and satisfaction, leading to a more effective and efficient chatbot deployment.
Agent performance report
The Messagingme.app platform’s Agent Analytics page provides detailed insights into the performance of individual agents managing your chatbots. This documentation outlines the key metrics, visualisations, and use cases available on the Agent Analytics page.
Overview
The Agent Analytics page is divided into sections that highlight agent performance over a selected timeframe (e.g., last 7 days). It includes both summary and detailed views to help you monitor and optimize agent productivity and efficiency.
Key Metrics and Visualizations
Agent Performance Summary:
Top Agent Highlight: This section list a highest performing agent metrics.
- Messages Sent: Total number of messages sent by the agent.
- Average First Response Time: Average time taken by the agent to respond to the first message.
- Assigned Conversations: Number of conversations assigned to the agent.
- Done Conversations: Number of conversations marked as done by the agent.
Detailed Agent Performance Table: This table lists individual agents along with various performance metrics. The columns include:
Member: Agent’s name and avatar.
Messages Sent: Total messages sent by the agent.
Notes: Number of notes added by the agent.
Bot Users Replied: The number of bot users with reply by the agent.
Assigned: Number of conversations assigned to the agent.
Done: Number of conversations marked as done by the agent.
Average First Response Time: Average time taken by the agent to respond to the first message.
Average Resolve Time: Average time taken by the agent to resolve conversations.
Messages Sent: Total number of messages sent by your agents on each day.
Bot Users Replied: Number of unique bot users who interacted with your agents.
Private Notes: The number of notes the agent has added.
Assigned Conversations: The number of conversations assigned to the agent.
Done Conversations: The number of conversations the agent has marked as done. This indicates the agent’s efficiency in resolving conversations.
Messages Sent: The total number of messages the agent has sent. This metric indicates the agent’s activity level in terms of communication.
Bot Users Replied: The number of unique bot users the agent has replied to. This metric shows the breadth of the agent’s engagement with different users.
Conversations:
- Assigned Conversations: This metric tracks the number of conversations that have been assigned to agents.
- Done Conversations: This metric tracks the number of conversations that have been marked as done by agents.
Average First Response Time and Average Resolve Time:
- Average First Response Time: This metric tracks the average time taken by agents to respond to the first message in a conversation.
- Average Resolve Time: This metric tracks the average time taken by agents to resolve a conversation from the first message to the time it is marked as done.
By Agents:
- Assigned Conversations: This metric tracks the number of conversations that have been assigned to each agent.
- Done Conversations: This metric tracks the number of conversations that have been marked as done by each agent.
Average First Response Time: This metric tracks the average time taken by agents to respond to the first message in a conversation. It is measured in minutes.
Average Resolve Time: This metric tracks the average time taken by agents to resolve a conversation from the first message to the time it is marked as done. It is measured in minutes.
Use Cases:
Monitor Agent Performance: Track key metrics such as messages sent, response times, and resolved conversations to evaluate and improve agent performance.
Identify Top Performers: Recognize and reward agents who demonstrate exceptional performance, as highlighted in the top agent summary.
Optimize Response Times: Analyze average response and resolve times to ensure timely support and enhance customer satisfaction.
Workload Distribution: Assess the distribution of assigned and done conversations to manage agent workload effectively and avoid burnout.
Performance Reviews: Utilize detailed performance metrics during agent performance reviews to provide specific feedback and set improvement goals.