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Dashboard - Recurrence Metrics

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Dashboard - Data Analysis

Recurrence

Recurrence is the number of times a contact interacted with your chatbot in the closed 24-hour interval (00h - 23h59) of the selected period. Each 24-hour interval is classified as 1 (one) interaction, regardless of the number of messages exchanged. In other words, if there is more than one interaction in the 24-hour interval in different times, only 1 (one) interaction will be counted. 

Important!

To calculate the recurrence, we do not consider your first conversation with the chatbot as a recurrence, since it is classified as a single interaction. A recurrence is counted only after the second interaction. In this case, the recurrence is equal to 1 (one), since the contact is recurrent once.  

Formula: (Number of interactions in 24-hour intervals) - 1

Example 1: You selected the “Last 7 days” period to analyze your chatbot, encompassing the period of 06/13 to 06/19. In this period, a contact interacted with your chatbot in 06/13, again in 06/15, and again in 06/19. Our dashboard screen will make the following analysis in the “Most recent contacts” section:

  • 06/13 - single interaction
  • 06/15 - recurrent interaction
  • 06/19 - recurrent interaction
  • Total of recurrences for this contact during the selected period = 2

Example 2: You selected the “Last 7 days” period to analyze your chatbot, encompassing the period of 09/10 to 09/24. In this period, a contact interacted with your chatbot in 09/13 at 11:50 p.m., again in 09/14 at 12:05 a.m., again in 09/14 at 6:53 p.m., and in 09/15 at 1:25 p.m. Our dashboard screen will make the following analysis in the “Most recent contacts” section:

  • 09/13 - single interaction
  • 09/14 - 12:05 a.m. and 6:53 p.m. - one recurring interaction (closed 24-hour interval - 12 a.m. to 11:59 p.m.)
  • 09/15 - 1:25 p.m. - recurrent interaction
  • Total of recurrences for this contact during the selected period = 2

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Metric

Definition

Formula

Recurrence rate

It is the percentage of single contacts that talked and interacted again with your chatbot during the selected period in comparison with the total number of single contacts in the same period. 

Recurring single contacts/Total of single contacts

Recurring single contacts

Total of single contacts in the selected period that interacted with your chatbot twice or more in 24-hour intervals. 

Total number of recurring single contacts in the selected period

Most recurring contacts

List of the 10 contacts that interacted the most with your chatbot during the selected period. The table is arranged in order of recurrence and by contact name, if the recurrence is the same. The contact ID will be exhibited if no name was registered. The contacts’ telephone number and the channel through which the contact interacted with the chatbot will be exhibited as well. If the contact does not have a telephone number, this information will not be exhibited.

Number of interactions in 24-hour intervals - 1 

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