Analyzing the data is important to understand the behavior of the bot. With the data in hand, you can get insights into what parts of the stories work and what interactions require additional improvements. It also helps you determine which bots have the highest conversation completion rate and also a breakdown of how your visitors interact with each bot action.
A quick guide to performing a data export :
● Login to your bots portal as an Admin/Owner and click on the Bot Settings icon.
● Click on the Bot Settings in the left pane and select Export report.
● Choose the Bot for which you want to export the data.
There are 4 types of reports:
Customer Information and Contextual data - The customer information (name, email, phone number, created date, etc.) can be fetched from this report.
Customer conversations - This contains all the conversations that were initiated by the customers (including the preview).
Dialogue count - This provides a list of all the dialogs that were traversed by the customer along with the count.
API count - This gives the number of times the configured APIs were hit.
Scheduling the report :
You can make use of the 'One-time export' option and extract the data then and there. You can also 'Schedule export' to let you keep track of how your bot is doing without logging in. You can schedule the export so that you regularly receive them as a CSV file in your inbox.
- Set the time period you'd like to receive the export from (Start Date and time to End date and time).
- Enter the email address to which you want the files to be sent.
- Click on the Export button on this page, to receive the data.
- The export of the entire data, in CSV format, will be sent to the email address that is mentioned.
- The export feature allows you to export ticket information, which can come in handy for mapping the data with corresponding fields, generating reports and analyzing the data.
Customer conversations report fields
1. Ticket Hash - A unique ticket identifier for every conversation that customers have with the bot.
2. Message - This is the question asked by the bot and the response by the customer. The author will help in differentiating between bot and customer.
3. Author - This parameter tells if the message is from the bot or the customer.
4. Message Type - This classifies a message as private or public. The Private message is not shown on the widget to the user, whereas, Public message is shown on the widget.
5. Node Name - The name of the node triggered in this question/message by the bot or user. The name will be null if it is not mentioned in the Bot builder.
6. Create Date - The date at which the message was created.
Customer information and contextual data fields
1. Ticket Hash - A unique ticket identifier for every conversation that users have with the bot. You can map this ticket hash with the ticket hash in the other file.
2. Conversation Hash - One conversation can have multiple tickets. For example, if the customer clicked on start over, a new ticket is created but the conversation remains the same.
3. Bot Name - Name of the bot where the conversation took place.
4. Bot Version Number - The bot version where the conversation took place.
5. Node Group - The last Node Group executed in this ticket.
6. Channel - The source through which the chat with the bot is initiated. The channel can be a website, Facebook account, etc.
7. Customer Name - The name of the customer provided while in chat or if a chat is passed in the session while initiating the bot
8. Customer Email - The email ID of the customer provided while in chat or if passed in the session while initiating the bot.
9. Mobile - The mobile number of the customer provided while in chat or if
passed in the session while initiating the bot
10.City - The city from where the customer initiated the bot. This information will come via the IP
11.State - The state where the customer initiated the chat. This information will come via the IP address.
12.Landing URL - The page of the website on which the customer first landed.
13.UTM Source - If any UTM source is mentioned in the landing URL
14.UTM Campaign - If any UTM campaign is mentioned in the landing URL
15.Ticket Status - It shows if the status is open (the conversation is ongoing),
closed (conversation ended) and temporary/new (if the customer has not initiated the conversation yet).
16.Extra Info - Any extra information that is stored ‘tckt:xtrInfrmtn’ variable using the update database or any information that is passed in ‘getClientParams’ function while initiating the script.
17.External Ticket Id - The external ticket id passed in the ‘xtrnlTcktId’ variable in
‘getClientParams’ function while initiating the script.
18. Create Date - The date at which the ticket was created.
API Count Fields
API ID - Every API that is configured has an ID to it. This one has the list of IDs that were called during the flow.
Count - Number of times an API was called
Customer Dialogue Fields
Dialogue ID - Gives you the id of the dialogues that were invoked during the flow.
Count - Number of times a dialogue was called.