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      Chatbot Report Glossary

      Making heads or tails of your Analytics is key to understanding your success and identifying areas of improvement, as well as making it easier to shout about your amazing ROI. We’ve put this glossary together to ensure every bit is easy to digest.

      • Chatbot Sessions - This shows how many times a customer opted to talk to a human, rather than the Chatbot
      • Handover Rate - This shows how many times, when asked if an article was helpful, the customer said ‘yes’ it was and it resolved their issue, ‘no’ it wasn’t and their issue was unresolved, or they ended the chat without giving feedback.
      • Deflection Rate - The percentage of chats handled by the bot were resolved by the bot without the need for an agent to take over.
      • Resolved Feedback - The percentage of topics/replies sent by the bot were marked as helpful by the customer.
      • Unresolved Feedback - The percentage of topics/replies sent by the bot were marked as unhelpful by the customer.
      • No Feedback - The percentage of topics/replies sent by the bot that did not receive a feedback rating from the customer.
      • Top URLs prompting Chatbots - The most common places on your website for customers to start a live chat for support.
      • Topic Usage - This shows how often the Chatbot responds to a customer with each topic. The count tells you the exact number of times a topic is served. The rate tells you the percentage of chats in which each topic is served. 
      • Top 10 Topics - This shows the top 10 topics served by the Chatbot during the reported time period and when these chats took place. 
      • Topic Feedback - When we ask after providing the article  if this was helpful or not, this tells you how helpful people found it. The higher the number, the more helpful the topic is.