Chatbots report

The Chatbots report enables you to track performance of your chatbots and AI Answers for your Front Chat channels. You’ll be able to measure how chat visitors interact with your chatbot flows and how successfully your chatbot deflects incoming chat conversations from your team.

Check out our Front Academy course on chatbots here to learn more about leveraging value from chatbots.

Features

• Each row of this table contains metrics for the chatbot selected in the chatbot filter, listed below.

• Use the Export Chatbot history button to download a list of your chatbot conversations.

  • Conversations are only included in the file if a chat visitor interacted with the chatbot (replied, clicked a multiple choice option, etc.), regardless if they completed the chatbot flow.

  • Conversations where the chat visitor opened the chat and did not do anything are excluded from the file.

List of metrics

• Flows initiated

• Flows completed

• Chats deflected

• Deflection rate (%)

• Dropoff rate (%)

• Time to completion (avg)

Features

• Each row of this table contains metrics for the chatbots selected in the chatbots filter, listed below.

List of metrics (see glossary here)

• AI participation rate (%)

• Reached AI Answers step

• AI answer rate (%)

• AI answers

• AI success rate (%)

• AI resolution rate (%)

• AI resolutions

Filters

• Date filter: Select the dates you’d like to view analytics for

• Chatbot selector: Select the chatbot you’d like the report to include. You can select any chatbot available in your workspace. Only one chatbot can be selected at a time.

Views

Unlike other reports, views are not available for the Chatbots report because many filters available on other reports are not relevant for chatbots.

Analytics exports

Exporting data is currently only available for the Chatbot Performance and AI Answers tables, not for the entire Chatbots report.

Analytics are available on the Growth plan or above. Some legacy plans may also allow access to this feature.