Overview Screen of the Analysis Module

Index:

1. Introduction
2. Where to Find the Overview Screen on the Blip Platform
3. The Overview Screen and the Chatbot's Result Metrics

 

 Introduction

The Overview Screen is an analytical resource that allows you to monitor the main result metrics of the chatbot, which are fundamental for business decision-making.

 

The report counts the number of users and messages trafficked, including interactions during human service and active messages. Additionally, the displayed data will always be associated with the chatbot's configured timezone.

 

 

In this article, we explain:

• Where to Find the Overview Screen on the Blip Platform
• The Overview Screen and the Chatbot's Result Metrics

 

Where to Find the Overview Screen on the Blip Platform

The Overview Screen is within the chatbot, in the Analysis module. 

You can access it through the left side menu.

 

 

The necessary access permission is Analysis > View or View and Edit. 

• See Managing Bot Team Access Permissions.

 

The Overview Screen and the Chatbot's Result Metrics

The structure of the Overview Screen does not change from one chatbot to another. It will always display the Update and Export functions, the date filter, and the following chatbot result metrics: Users, Messages, Active Messages by Channel, Users per Day, and Messages per Day (explained below).

 

• Users

In the Users panel, all unique users who received or sent a message to the chatbot are counted.

• In (1) Active, you will see the total number of those who received or sent at least one message to the chatbot.
• In (2) Engaged, you will see only the total number of those who sent at least one message to the chatbot. In other words, an engaged user is also considered an active user, but the reverse is not valid.

 

Additionally, you can track the variation of active and engaged users per day in the Users per Day chart.

 

• Messages

In the Messages panel, messages are counted when the chatbot sends or receives messages from contacts.

• In (1) Total, you will see the total number of messages exchanged, i.e., received and sent, between your chatbot and your users in the selected period.
• In (2) Received, you will see the total number of messages received, those that originated from the user to the chatbot.
• In (3) Sent, you will see the number of messages sent, those that originated from the chatbot to the user, including messages sent in the chatbot flow by attendants in Blip Desk and active messages.
• In (4) Active, you will see the total number of active messages* triggered by the chatbot.

 

 

Additionally, you can track the variation of received and sent messages per day in the Messages per Day chart, and the channels of active messages in the Active Messages by Channel table.

*An active message is any message sent 24 hours after the user's last contact, whether with the chatbot or the attendant, on any channel. These messages receive a different classification because they are subject to specific usage and charging policies for each channel.

 

• Active Messages by Channel

In the Active Messages by Channel table, the total number of active messages triggered by the chatbot (present in Messages) is separated by channel. Only channels from which active messages have been triggered will be shown.

 

 

• Users per Day

In the Users per Day chart, the total number of active and engaged users of the chatbot (present in Users) is presented per day for comparison.

 

 

• Messages per Day

In the Messages per Day chart, the total number of received and sent messages (present in Messages) is presented per day for comparison.

 

 

To get a more complete view of your users' behavior within the conversational flow, check out: 

• How to Use the Contact Journey to Analyze a Chatbot's Conversation Flow;
• How to Create Charts in a Custom Report.

 

For more information, visit the discussion on the topic in our community or the videos on our channel. 😃