In KPI report you can view data from where you have added KPI tags to your chatbot flow. The KPI report can be found in the left sidebar menu. In this article, we will go through how to use KPI reports.
Before you go to KPI reports, it is essential to note that there will only be data available if you have added KPI tags to your modules.
To see KPI data from your bot, you first have to choose your bot and a time interval from which you want to view data.
The KPI report is excellent to get a quick overview of how many users have been in your bot, how many users who needed to be handed over to human agents and how many users have gone to a fallback path.
In KPI reports, there is a distinction between Visits and Users. Visits indicate how many times a module has been passed by a user, and also if the same user has passed a module several times. Users are tracked by a user ID, and it indicates how many users that have been by a module and not how many times the same user has passed by a module. For example, if a user has passed a module four times, Visits will show four, and Users will show one. It can quickly give you an indication if there's missing something in the bot, and if a lot of the users going through the bot needs assistance from customer support or ends up in a fallback path. If that is the case, it can be useful to look at what the user input is, which can be viewed in the message report so that you can improve your bot.