This article gives an explanation of what each area in Analytics of your ticket bot means, which includes:
Analytics
Filters
The filters can be used to drill down your results to specific handle statuses, labels, and intents. These are multi-select options and require the apply button at the bottom of the selector to be clicked for the results to adapt.
Understanding Resolutions
The Resolution labels correspond to the same as in the Conversation Logs.
- Answered: The message is understood and a reply is sent. Actions may also have been included.
- Processed: Actions on an intent level are taken but no reply is sent.
- Recognized Intent: The message is understood to and matched to an intent, however, no intent-level actions or replies are triggered
- Not understood: The message is not understood and no actions on intent level or replies are triggered.
Time Frame
To change the time frame, there is a date picker to compare previous periods and custom time frames.
Metrics
Total Tickets
A total number of tickets occurred in the selected time frame.
Processed Tickets Rate
Percentage of tickets with intent recognized and actions applied, but no reply was sent
Answered Tickets Rate
Visualizations
See the metrics you care most about in a visual format to get key metrics in an intuitive design. It is possible to use the heading arrow to change the graph to be filtered based on the metric you care about. The table below will give you a description of each metric and an example visualization.
| Description | Example |
| Ticket by day | |
| A time graph that shows ticket volumes by days to identify high or low volumes of communications |  |
| Ticket by Intent | |
| The top 10 intents will be displayed by language with the colored bars representing resolution labels |  |
| Tickets by Language | |
| Compare the total number of tickets handled per language |  |
| Tickets by Label | |
| See the volume of tickets by label and highlighted by resolution status |  |
| Ticket by Resolution | |
| Compare resolution statuses percentages |  |
Ticket by Intent
Here you will see a table of all of your intents, and the number of conversations tagged with this Intent, that have been answered by the bot and that have been processed. These answered and processed terms have the same definition as above.
By default, the table is sorted on the number of conversations by intent, to show which topic has come the most. You can adjust this by clicking the header to have it ascend and descend from that metric.
Recommendation - check if the number of conversations per intent correlates to the processed and answered rate. If you have a very common topic that the bot has to escalate or doesn't understand, you could benefit by adjusting that intent and respective replies.