Sample conversations flows

Common scenarios and the metrics they impact.
For all scenarios below, we assume a Widget staffed with a firewall chatbot (always online, receives all new conversations) and privacy notice enabled.
Action
Affected metrics
A contact arrives at your website and starts a new conversation. The privacy notice is displayed.
No events triggered.
Your contact accepts the privacy notice. The conversation is set to its default topic and then assigned to the firewall chatbot.
ā€œConversation topicsā€ - since the default topic is always set before a conversation is routed to an operator its value is recorded without any operator association (neither bot nor human). ā€œOperator statusā€ - whenever the assigned operatorā€™s number of free chat slots changes, their status is checked and recorded, in this case for a chatbot. As with all events triggered in a conversation, the respective conversation ID is attached to the event and can be extracted via the Analytics API. ā€œOperator slot utilizationā€ - whenever the assigned operator receives a new conversation, their number of free chat slots changes. The new utilization is recorded, in this case for a chatbot.
The chatbot sends a message with selection buttons to the contact who clicks one of them.
No events triggered.
Meanwhile a human operator goes online.
ā€œOperator statusā€ - since the status change is a result of the human operator coming online, the value is recorded without a conversation ID. ā€œOperator slot utilizationā€
The chatbot is unable to answer the requests and reassigns the conversation to ā€œanyā€ other operator. The operator who just went online has available slots and now receives the conversation.
ā€œOperator statusā€ and ā€œOperator slot utilizationā€ - recorded because the reassignment of the conversation increases the chatbotā€™s number of free chat slots. ā€œConversation session stateā€ - recorded for the newly assigned operator. ā€œOperator statusā€ and ā€œOperator slot utilizationā€ - recorded because receiving the conversation increases the human operatorā€™s number of free chat slots. ā€œNumber of chatbot conversations reassigned to human operatorsā€ - recorded for the chatbot performing the reassignment. ā€œNumber of conversations received from a chatbotā€ - This metric is recorded for the operator receiving the conversation. Please note that the conversation may also be set to ā€œunassignedā€ if no operator is available to receive it.
Contact and operator chat with each other.
No events triggered.
The operator ends the conversation. The contact is presented with the feedback and rating screen.
ā€œAverage conversation status durationā€ - recorded for the time during which the conversation held the status ā€œnewā€. For simpler data interpretation, this value is recorded for the entire conversation session and is attributed to the last operator assigned, in this case a human. ā€œAverage conversation status durationā€ - recorded for the time during which the conversation held the status ā€œopenā€. ā€œAverage conversation durationā€ - the time the human operator spent chatting with the contact. ā€œAverage conversation durationā€ - the time the chatbot operator spent chatting with the contact. ā€œOperator statusā€ and ā€œOperator slot utilizationā€ - recorded because ending the conversation increases the human operatorā€™s number of free chat slots.
The contact rates the conversation.
ā€œSatisfaction ratingā€ - recorded for the currently assigned operator.
The contact leaves the website and as a consequence, the conversation session is ended.
ā€œConversation session stateā€ - recorded for the currently assigned operator. Since no new session was started, the last ā€œConversation session stateā€ data point is updated. ā€œMessagesā€ (contact) - the number of messages the contact sent to each operator. Since the human operator sent the first actual message, thereby starting the count of this metric, no events of this type are recorded for the chatbot. ā€œMessagesā€ (operator) - the number of messages each operator sent to the contact. Because the chatbot did not write any messages, but only presented buttons, no events of this type are recorded for the bot. ā€œMessagesā€ (sum of messages between certain operator and contact) - also only recorded for the human operator. ā€œFirst response time live conversation sessionsā€ - because the first message-based interaction was not with the chatbot, this event is recorded for the human operator. ā€œFirst response time live conversation sessions (service times considered)ā€ ā€œFirst response time live conversationsā€ ā€œFirst response time live conversations (service times considered)ā€ ā€œConversations (by initial assignee)ā€ - recorded for the chatbot since it was the operator first interacting with the contact. ā€œConversations (by current assignee)ā€ ā€œAverage live session durationā€ and ā€œAverage conversation session countā€ - recorded for the first operator assigned to the conversation session, in this case the chatbot. ā€œNumber of conversations endedā€ - recorded for the operator ending the conversation. ā€œUnique visitsā€ and ā€œConversation session state upon startā€ - recorded for the currently assigned operator.
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