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  4. Use the Analytics Module for Chat Summary on Wabo

Use the Analytics Module for Chat Summary on Wabo

The Analytics module in Wabo provides valuable insights into your chatbot’s performance, user interactions, and overall customer engagement. By leveraging the Chat Summary feature, you can make informed decisions to improve customer experience and operational efficiency. This guide explains how to navigate the Chat Summary and interpret its various metrics.

1. Bot Conversation Status

The Bot Conversation Status feature categorizes conversations based on their resolution stage:

  • Open: These are ongoing conversations where the bot is actively interacting with the user or awaiting user input.

  • Pending: Conversations where a user query remains unresolved or is awaiting further action.

  • Closed: Completed conversations where the user’s query has been fully addressed.

This breakdown helps monitor how effectively the bot resolves customer queries and identifies areas requiring improvement.

2. Total Conversations

The total conversation statistics give you a comprehensive view of the chatbot’s workload and performance:

  • Handled by Bot: The number of conversations the bot managed independently without needing agent intervention.

  • Handed to Agent: Conversations escalated to live agents for resolution.

Understanding these metrics allows you to evaluate the bot’s effectiveness and identify when human support is required.

3. Aegnt Conversation Status

This section tracks the status of conversations managed by agents:

  • Assigned: Conversations assigned to specific agents for resolution.

  • Unassigned: Conversations that haven’t been allocated to an agent yet.

  • Unattended: Conversations assigned but not yet addressed by the respective agent.

These insights are crucial for monitoring agent productivity and ensuring timely responses to customer queries.

4. Conversation Counts

This section distinguishes between different types of conversations:

  • Free Conversations: Interactions within the free usage limit provided by Wabo.

  • Paid Conversations: Conversations exceeding the free limit, billed according to your subscription plan.

  • Total Conversations: The sum of free and paid interactions.

Tracking these numbers helps you understand usage patterns and manage your subscription effectively.

5. Messages Sent, Received, and Delivered

This metric provides detailed data on message exchanges:

  • By Bot:

    • Messages sent by the bot.

    • Messages received by the bot from users.

    • Message delivery success rate.

  • By Agents:

    • Messages sent by agents.

    • Messages received by agents.

    • Delivery success rate.

Analyzing these metrics reveals the responsiveness and reliability of your communication channels.

6. User Growth (Bot Channel-Wise)

Track the increase in users engaging with your chatbot across different channels. This feature provides a detailed breakdown of growth metrics per channel, such as WhatsApp, Facebook Messenger, or website chat widgets.

These insights help you identify which channels drive the most engagement and where to focus your marketing efforts.

7. Conversational Traffic

This metric illustrates the overall volume of conversations handled by the bot and agents over a specified time frame. It includes:

  • Peak hours for user interactions.

  • Traffic spikes across different days or months.

  • Traffic distribution across channels.

Understanding conversational traffic enables you to allocate resources effectively and optimize response times.

Conclusion

The Analytics module’s Chat Summary feature on Wabo is a powerful tool for understanding your bot’s performance and user engagement. Regularly reviewing these metrics ensures your bot and agents work efficiently, leading to better customer satisfaction and operational success.

 

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