Overview: Analyze Your Chatbot's Performance and CSAT

The Overview report gives admins a look into the performance of your chatbot (virtual agent), including the number on sessions, conversions, and CSAT. Based on the selected Agent, Location, and Date Range, you will see the below-mentioned details.

The details of what each parameter indicates are as follows:

1. Total Sessions

   The number of bot sessions in which your chatbot was launched at least once. A user can converse with your chatbot multiple times in a session without increasing the Total Sessions count. The count increases only when user lands on the platform, where SUVA is installed, and a user launches your chatbot at least once before the search session expires.

2. Engaged Sessions

   The number of bot sessions in which a user conversed with your chatbot by asking a query is counted as an Engaged Session.

3. Bounced Sessions

   The number of sessions in which a user closed the chat window without asking any query is considered as a Bounced Session.

4. Avg. (Average) Response Time

   It shows the average time that your chatbot took to respond to user queries.

5. Engaged

   The color bar shows the percentage of deflected, abandoned, and handed-over conversations.

6. Avg. (Average) CSAT

   The formula to calculate average CSAT percentage is:

   

7. Avg Handling Time

   It shows the average time that users spent while conversing to your chatbot.

Scrolling down shows three more sections; Conversation Volumes, CSAT, and Average Handling Time.

8. Conversation Volumes

   It shows a line graph with the number of sessions on the Y axis and the dates on the X axis. Three different color lines shows different aspects; A) Deflected Sessions, B) Abandoned Sessions, and C) Handover Sessions.

   This graph provides a complete picture and the basis on which the Engaged (section 5) percentage is calculated.

9. CSAT

   It shows a line graph with the number of sessions on the Y axis and the dates on the X axis. A color line shows the CSAT score on a date.

10. Average Handling Time

    It shows a line graph with the number of sessions on the Y axis and the dates on the X axis. A color line shows the average handling time on a date.