Overview tab in Analytics
The Analytics tab in Insent is designed to help your organization get visibility into your Conversational Marketing performance through KPIs describing your chat conversion rates, visitor engagement, and visitor intelligence reports. The Analytics tab is designed with ease of consumption in mind.
This article will discuss how you can use the Overview tab for your weekly reporting needs.
The Overview tab in Analytics serves as the single point of reference to quantify and visualize your visitor engagement in summary statistics. The Overview tab presents inputs across different conversational chat dimensions such as visitor engagement, account engagement, visitor feedback, and visitor timeline.
The overview tab will help you understand how your conversations are performing and help you quickly improve them.
Key Benefits of the Overview tab
- Visualize your Chatbot performance in terms of KPIs: Visitor engagement, Account level engagement, and Visitor feedback.
- Monitor the health of your conversations and consistently improve them.
- Visualize what fraction of your resolved accounts engage with your agents.
- Visualize the visitor trend on web pages where Insent JavaScript is active.
The Overview tab
Overview tab in Analytics
The Overview tab can be located in Analytics -> Overview.
Key Performance Indicators
Visits overview tab
This section describes metrics on visits and web engagement.
Total visits
- This displays the total number of times the user visited the website in the specified time period.
- It additionally displays the increment or decrement in the Total visits between two consecutive time periods in percentage value.
- Eg: If the 7-day filter is used, then the change in Total visits is shown in percentage as
- Change % = ( Total visits (Recent 7 day period) - Total visits (Last 7 day period))/ Total visits (Last 7 day period)x 100%
Page visits
- This displays the number of web pages visited by visitors in the specified time period.
- It additionally displays the increment or decrement in the Page visits between two consecutive time periods in percentage value.
Agents connected
- Displays the number of agents connected to visitors in the specified period
- It additionally displays the increment or decrement in the Agent connections between two consecutive time periods in percentage value.
Greeting messages shown
- Displays the number of greeting messages shown to site visitors in the specified period
- It additionally displays the increment or decrement in the number of greeting messages shown between two consecutive time periods in percentage value
Visitor engaged
- Displays the number of visitors engaged in chat conversations in the specified period. Chat widget clicks and Greeting message clicks are counted towards the visitor engaged count.
- It additionally displays the increment or decrement in the number of visitors engaged between two consecutive time periods in percentage value.
Accounts overview
This section describes the summary statistics for resolved accounts through Insent.
Known Accounts
- Displays the number of accounts resolved by Insent from your MAP/CRM integrations or through the first-party resolution in Insent
- It additionally displays the increment or decrement in the number of known accounts between two consecutive time periods in percentage value.
- Eg: If the 7-day filter is used, then the change in Known Accounts are shown in percentage as
- Change % = ( Known Accounts (Recent 7 day period) - Known Accounts (Last 7 day period))/Known Accounts (Last 7 day period) x 100%
Known accounts connected with agents
- Displays the number of resolved accounts engaged with agents in real-time chat in the specified time period
- It also displays the increment or decrement in the number of known accounts engaged in chat between two consecutive time periods in percentage value.
Visitor feedback overview
This section describes metrics that indicate the quality of agent interactions with prospects or customers (based on the conversation).
Feedback Score - Conversations
- Displays the median feedback score for Bot conversations as rated by visitors.
- It also displays the increment or decrement in Feedback Score - Conversations between two consecutive periods in percentage value.
Note: this section will be non-zero only when you have at least one active conversation with a Conversation feedback step configured and a minimum of one visitor review.
Feedback Score - Agents
- Displays the median feedback score given by given by visitors feedback for their live chat experience with agents.
- The Feedback Score - Agents for a particular conversation will display only the feedback contribution for an agent engaging with visitors from a specific bot conversation.
- It also displays the increment or decrement in Feedback Score - Agents between two consecutive time periods in percentage value.
Note: For this section to be populated with actionable data, your agents will have to initiate agent feedback in live chat with prospects or customers.
Visits trend
Visits trend plot
The visits trend plot describes the visitor trends for a particular conversation plotted as the Number of visits (Total visits) Vs. the Date range. It gives a high-level picture of your visitor traffic on a daily or weekly basis based on the date range.
Filters and Sorting
The Analytics tab allows you to filter and visualize your overall performance KPIs in two ways:
- At Conversation level: Examine a specific conversation or examine all your chatbot performance across conversations in a single view.
- By Date range: Visualize your conversation performance by Date-time ranges.
Filters in Analytics
Filter by Conversation
There is a filter at the top - the conversation level filter. This can be used to zoom into the KPIs for a specific conversation. By default, the ‘All conversations’ option is present, which includes all the available conversations in Insent.
Conversation level filter
Filter by date
There is another filter available to display period-specific data. When you select ‘Last 7 days’, data from the last 7 days will be displayed in the dashboard. A custom date can be used to select a ‘From Date’ and a ‘To Date’ to select the data for a specific period of time.
This helps you to zoom in or out to understand and prune your conversations and to consistently improve chat experiences for your prospects.
Quick Recap:
- The Overview Analytics tab helps you get a 360 degree of visitor engagement, conversation effectiveness, and agent performance.
- The Overview tab can be located in the Analytics -> Overview tab.