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Dashboard - Conversational Flow

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Conversational Flow

The purpose of this section is to present the most important and relevant data and metrics about your chatbot’s Conversational Flow performance.
To generate these data and allow us to track your flow and consolidate the indicators, you need to activate the automatic tracking function in the Builder.
To activate the automatic tracking - chatbot:
⦁ Access your chatbot’s “Builder;”
⦁ Click on “Settings;”
⦁ Activate the “Automatic Tracking;”
⦁ If the chatbot belongs to some router, activate the router context by clicking on “Use Router Context” in the same Settings tab;
⦁ Publish the flow again;
⦁ To make the app start collecting and processing data, you need to wait a few hours until the Conversational Flow indicators are read and exhibited on your Dashboard.


Important! It may take a few hours to generate the data and exhibit them on your Dashboard
To activate the automatic tracking - router:


⦁ Click on the Blip Portal’s router;
⦁ Click on the “Services” module and access the main chatbot’s “Builder;”
⦁ Activate the “Automatic Tracking” and the “Router Context;”
⦁ Publish the flow again;
⦁ Access the “Builder” of every chatbot linked to the router and redo the steps 3 and 4 in all of them;
⦁ To make the app start collecting and processing data, you need to wait a few hours until the Conversational Flow indicators are read and exhibited on your Dashboard.

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Attention: The fixed or personalized data filter does not apply to this section. The data of the channel section are related to the last 7 days (D-7 to D-1), not including today (D-0).

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Metric Definition Formula
Average of blocks before the overflow Average of blocks accessed by the contacts within the selected period before the overflow. Number of blocks per contact before the overflow/Total of blocks of the period
Contacts in overflow Total of single contacts that overflowed to human service. Total number of single contacts that overflowed to human service
Overflow rate Indicates the percentage of single contacts that overflowed to human service in comparison with the total number of single contacts that interacted with the chatbot during the selected period. Total of single contacts in overflow/Total of single contacts*100%
Total of contacts in retention Total of single contacts that were retained in the conversational flow and interacted only with the automatized conversation blocks, and did not overflow to human service. Total number of single contacts that were retained in the conversational flow (no human service)
Rate of contacts in retention Indicates the percentage of single contacts that did not overflow to human service in comparison with the total number of single contacts that interacted with the chatbot during the selected period. Total of single contacts in retention in the conversational flow/Total of single contacts*100%
Total of contacts in exception Total of single contacts that went through the exception block. Total number of single contacts that sent messages that were not understood by the chatbot and went through the exception block
Rate of contacts in exception Indicates the percentage of contacts that went through the exception block in comparison with the total number of single contacts during the selected period.
With this rate, you can see how many contacts that interacted with your chatbot had sent messages that were not understood, allowing you to optimize them to improve your chatbot’s conversations.		 Total of single contacts in exception/Total of single contacts*100%

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

 

 

 

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