View Bot Analytics in Wabo

The Analytics module in Wabo provides detailed insights into your bot's performance, enabling you to optimize its functionality and improve customer experiences. Follow the steps below to access and interpret Bot Analytics in Wabo:

Step 1: Access the Analytics Module

1. Log in to your Wabo dashboard.

2. Navigate to the Analytics module from the main menu.

3. Select the Bot tab to view bot-specific analytics.

Step 2: Understand the Metrics

Once inside the Bot Analytics section, you will find the following metrics:

1. Number of Messages Exchanged

• View the total number of messages exchanged between the bot and users.

• Helps assess the volume of user interactions.

2. Conversation Duration

• Average Duration: Displays the average length of conversations handled by the bot.

• Time Saved by Bot: This shows the amount of time saved by automating conversations through the bot.

3. Total Conversations Handled by the Bot

• Provides the total number of conversations that were successfully managed by the bot without agent intervention.

4. Total Conversations Handed to Agent

• Displays the number of conversations escalated to live agents for further resolution.

5. Average Messages per Conversation

• Indicates the average number of messages exchanged in each conversation, offering insights into conversation depth and user engagement.

6. Total Answers Failed to Deliver by Bot

• Tracks the number of instances where the bot could not deliver a satisfactory response, highlighting areas for improvement in bot training.

7. Intents

• List of User Intents Captured by the Bot: Analyze the various intents that users express during conversations.

  • Phrases: Common phrases or keywords triggering each intent.

  • Intent: The identified intent behind user messages.

  • Occurrence: The number of times each intent was triggered.

  • Usage%: Percentage of total conversations in which each intent occurred.

Step 3: Analyze and Optimize

• Use the insights from this data to:

  • Identify popular intents and focus on enhancing their responses.

  • Pinpoint gaps where the bot failed to deliver answers and train it accordingly.

  • Monitor handover rates to agents and improve automation where possible.

  • Evaluate user engagement through metrics like message exchange and average conversation duration.

Conclusion

By leveraging the Bot Analytics module in Wabo, you can gain actionable insights into your bot’s performance. Regular analysis and optimization ensure your bot effectively meets user expectations while enhancing overall efficiency.

Start exploring Bot Analytics today to make data-driven improvements to your customer interactions!