Analytics: Overview and Reports Pages

The Analytics View in your dashboard will provide you with insights into your bot’s performance. 

Article Quick Links

1. Overview Page
2. Reports Page

Overview Page

Within the Analytics View, there are two pages that you can access. This section will provide additional information on the Overview page.

To access the Overview page, for insights into how your bot is performing:

1. From within your Ada dashboard, click where it says Analytics along the top to access your Analytics view.
2. If you do not automatically arrive on the Overview page, click to select Overview.
3. Use the dropdown menu under Overview to select the date range for which you would like to have the data pulled.

You will find that the metrics are displayed numerically, with graphical representations provided where appropriate. For each metric you will also see the percentage change from the previous date range. Please note that this data is updated every hour.

Within the Overview page you will have access to the following metrics:

Metric	What it shows
Conversations resulting in a handoff	The total number of conversations that were handed off to a human agent who serves the customer through a different support channel. If a chatter is handed off to a support agent more than once in a conversation, this still counts as a single conversation resulting in a handoff. If this value is 0, you may not be counting links as handoffs or you have bot integrated with a third-party support/ticketing solution. Learn more about handoffs or integrations.
Recognition Rate	The percentage of questions your bot was able to understand and answer. These are questions that the bot answered with confidence and in which no clarification was required. You can improve your recognition rate by using best practices to train your bot. For more information, speak to your ACX consultant or account manager.
Engagement Rate	The percentage of conversations where a chatter launches the Ada chat, sees the Greeting message, and then continue to chat with the bot by sending at least one message or clicking on at least one quick reply button.
Top answers that result in handoffs	The answers that most often preceded a chatter's request for live support. To put it another way, the last answers provided to chatters before an answer that contains a handoff. Displayed as the percentage of total handoffs.  This list provides you with insight into where your chatters are getting stuck and why they may be escalating to a support agent.
Training opportunities	A list of answers that was almost provided to the chatter, but the bot was not confident enough to do so. The associated number next to each answer title will indicate how many time that particular answer was almost delivered, but was not.  You can choose to add additional training questions to some or all of the suggested questions in order to improve your recognition rate. Clicking on one of the answers provided here as a training opportunity will take you to the Questions view and flag for you some possible questions that might be good contenders to train to this answer.
Most popular answers	A list of the answers that appear most frequently in conversations. This is based on total frequency for a given time period. Knowing your most popular answers can help you plan additional content for your bot, support team, or website.
Containment Rate	The percentage of engaged conversations that did not result in a handoff to a human agent. This metric can be thought of as the percentage of engaged conversations that were fully automated, or as a "Self-Serve" rate. If your containment rate is 100%, this may mean handoffs are disabled for your bot. You can improve your containment rate by ensuring your bot has comprehensive content that addresses the majority of your chatter’s questions. You may note that the containment rate on the analytics overview dashboard varies some from that displayed on the analytics conversations dashboard, this is because it is the total number of handoffs that is displayed on the conversations dashboard, whereas on the overview dashboard it is the total number of engaged conversations that contained handoffs (ie. a single engaged conversation could contain multiple handoffs).
Customer Satisfaction Score	* Note: This feature is currently in beta. To request early access, please contact your Ada Account Manager or [e-mail]. The percentage of chatters who were satisfied with their experience.  If the Follow-up Question was enabled in the Satisfaction Survey, you will also be provided with the key areas your chatters believe you can improve, and where they believe you're doing well, based on feedback trends to this question.

Reports Page

The Reports page provides you with a better way to organize, save, and sort your bot’s performance reports. The page is organized into sections for My Favorites, All Reports, and when applicable, New Reports.

To access the Reports page:

1. From within your Ada dashboard, click where it says Analytics along the top to access your Analytics view.
2. If you do not automatically arrive on the Reports page, click to select Reports.

My Favorites

Adding reports to the My Favorites section is this is done on a per user basis, meaning that your favorited reports can be different than those of your colleagues accessing the same bot. To favorite a report you use frequently, when viewing the report, click the star next to the report’s title. The New Reports section will only appear when the Ada team has released new reports to the Analytics View. 

Available Reports

The reports that are currently available are the following: 

• Answer Performance - Shows the feedback your customers have given your answers via thumbs up/thumbs down. Calculated the total number of thumbs up and thumbs down reviews, divided by the total number of reviewable answers that were provided to chatters. 
• Answers Resulting in Handoff - Shows which answers most often preceded a chatter's request for a live agent. Within the report, the Handoff Rate column is calculated by the total number of handoffs, divided by the frequency of the answer being provided, and the Percent of Total Handoffs is calculated by the total handoffs for that answer, divided by the total handoffs for the entire bot.
• Average Handle Time - Shows the average time a chatter is speaking with your bot or with an agent through Ada. Within the report, there are three metrics: 1) the average handle time for bot only conversations, 2) the average handle time before a chatter chooses to escalate, 3) if you have an Ada glass integration, the average handle time for your agents.
• Clarification Rate - Shows the percent of conversations that contained at least one clarification.
• Containment Rate - Shows how often chatters were able to self-serve instead of escalating to a live agent.
• Conversations Breakdown - Shows the breakdown of opens, conversations, and escalations for your bot.
• Customer Satisfaction - Shows the results of your customer satisfaction survey if using our legacy Satisfaction Survey feature.
• Engagement Rate - Shows how often your customers choose to chat with your bot.
• Popular Answers - Shows which answers appear most often in conversations. Popular Answers report does not include Test User data by default.
• Recognition Rate - Shows how often your bot was able to recognize and answer your customers questions.
• Total Answers - Shows the total number of answers your bot has served over time. Total Answers report includes Test User data by default.

Upon clicking on a report title you will be taken to a page dedicated to that specific report. The report will take the form that makes the most sense for the data being delivered, including a bar graph, table, or line graph, and each will provide you with the ability to filter the results to best meet your data needs. 

For more information on the filters available for you when reviewing your reports, please see here: Analytics: Reporting Filters

 

Deprecated Reports

A couple of reports that were previously available are being deprecated and replaced by new reports which are more in line with how our clients are measuring the performance of their bots. The following reports have been deprecated in favour of new reports with similar information: 

• Conversations Report
  The previous conversation report that contained both the Conversation Overview report and the the Daily Conversations report has been deprecated. You can now access this information through the new Conversations Breakdown report.
• Answers Report
  The previous Answers report that contained both your Answers Overview and Answers Performance has been deprecated. You can now access this information through the new Total Answers report and the new Answers Performance report.

For any additional questions, please contact your ACX Consultant, Account Manager, or email us at [e-mail].