Bot - Key Metrics Dashboard

Key Metrics Dashboard for Bots

The Bot - Key Metrics dashboard showcases important ROI metrics for bots across all channels. This report summarizes data across any channel that uses Capacity's Guided Conversations or Standard Exchanges. This would include conversations that occur on web chat, Slack or Teams, and SMS flows.

Report Filters

On this dashboard we offer the ability to filter by the following:

  • By Interface Name - This is a multi-select filter that will display all of the interfaces in your account, e.g. concierges, Slack, voice lines, etc. Default is "All".
  • By Conversation Start Date - This will let you select the time range for the dashboard metrics, using the conversation start date as the basis. Default is "Current Month".

Big Number Stats

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# of Conversations

This metric represents the number of conversation sessions that occurred during the timeframe selected in the dashboard's filter. Underneath this metric, we display the Average Duration (in minutes) of the conversations in the timeframe's scope.

Metric Hover Tip: X of conversations occurred.

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% Deflected

This metric represents the percentage of the total number of the conversation sessions that were considered a deflection. To get the full details on our deflection rate calculation, visit our Analytics Glossary.  Underneath this metric, there are two additional pieces of data: # of conversations deflected and # of conversations not deflected.

Metric Hover Tip: Provides an abbreviated definition of a deflection.

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% Escalated

This metric represents the percentage of the total number of the conversation sessions that were considered an escalation. Below this metric, we also provide the number of conversations that were escalated.

Metric Hover Tip: Provides a graph breakout of the escalation types on what card/step in the guided conversations.

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% Converted

This metric represents the percentage of the total number of the conversation sessions that were considered a conversion. Below this metric, we also provide the number of conversations that were marked as a conversion.

Metric Hover Tip: Provides a graph breakout of the conversion types on what card/step in the guided conversations.

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% Feedback

This metric showcases the percentage of the total number of the conversation sessions that had a recorded feedback indicator out of the total. Beneath this metric, we provide two additional statistics: the number of conversations with feedback and the number of conversations without feedback.

Metric Hover Tip: Provides a graph with the percentage breakout of positive versus negative feedback on the conversations that had recorded feedback.

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% Negative Feedback

This metric showcases the percentage of the total number of the conversation sessions that had recorded negative feedback indicators. Below this metric we display the total number of negative feedback responses.

Metric Hover Tip: Provides detail on the percentage of negative feedback over the total number of conversations that recorded feedback.

Conversation Volume Graph

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This line graph will display the aggregate number of conversation sessions that took place, grouped by week. It will also display the average across the time range selected. This is helpful to understand your conversation session volume.

To adjust the granularity for the selected time range, you can hover over the x axis and click the + icon.

Deflection Rate Bar Chart

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This bar chart gives you the percentage breakdown for the conversation sessions that took place during the given week, what percentage were deflected vs. not deflected. With this view, you can see the trends of your deflection rate over time.

Not Deflected Detail View

To get a more detailed breakout of the % of conversation sessions that were not deflected, we offer a detailed view of this bar chart. In the top right of the bar graph, there is a dropdown with two options. By default, we display the comparison of deflection vs. non-deflection. However, we do offer another view, simply by selecting the % Not Deflected (Detail) option.

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When this option is selected, you will be presented with a new bar chart that extrapolates only the "Not Deflected" data and provides a detailed breakdown of what caused the sessions to be deemed, "Not Deflected". These include: Escalation, Negative Feedback, or No Match.

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Interface Detail Data

Interfaces with the Most Conversations

This is a scrollable list that highlights, in descending order by volume, the interfaces that have the most conversation sessions for the selected timeframe.


Interfaces with the Most Escalations

This is a scrollable list that highlights, in descending order by volume, the interfaces that have the most escalations for the selected timeframe.


Interfaces with the Most Negative Feedback

This is a scrollable list that highlights, in descending order by volume, the interfaces that have the most negative feedback indicators for the selected timeframe.


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