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. | āConversation 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).
āOperator statusā - whenever the assigned operatorās 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.
āOperator 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. | āOperator statusā - since the status change is a result of the human operator coming online, the value is recorded without a conversation ID.
āOperator slot utilizationā |
The chatbot is unable to answer the requests
and reassigns the conversation to āanyā other operator. The operator
who just went online has available slots and now receives the
conversation. | āOperator statusā and āOperator slot utilizationā - recorded because the reassignment of the conversation increases the chatbotās number of free chat slots.
āConversation session stateā - recorded for the newly assigned operator.
āOperator statusā and āOperator slot utilizationā - recorded because receiving the conversation increases the human operatorās number of free chat slots.
āNumber of chatbot conversations reassigned to human operatorsā - recorded for the chatbot performing the reassignment.
āNumber 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 āunassignedā 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. | āAverage conversation status durationā - recorded for the time during which the conversation held the status ānewā. 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.
āAverage conversation status durationā - recorded for the time during which the conversation held the status āopenā.
āAverage conversation durationā - the time the human operator spent chatting with the contact.
āAverage conversation durationā - the time the chatbot operator spent chatting with the contact.
āOperator statusā and āOperator slot utilizationā - recorded because ending the conversation increases the human operatorās number of free chat slots. |
The contact rates the conversation. | āSatisfaction ratingā - recorded for the currently assigned operator. |
The contact leaves the website and as a consequence, the conversation session is ended. | āConversation session stateā - recorded for the currently assigned operator. Since no new session was started, the last āConversation session stateā data point is updated.
āMessagesā (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.
āMessagesā (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.
āMessagesā (sum of messages between certain operator and contact) - also only recorded for the human operator.
āFirst response time live conversation sessionsā - because the first message-based interaction was not with the chatbot, this event is recorded for the human operator.
āFirst response time live conversation sessions (service times considered)ā
āFirst response time live conversationsā
āFirst response time live conversations (service times considered)ā
āConversations (by initial assignee)ā - recorded for the chatbot since it was the operator first interacting with the contact.
āConversations (by current assignee)ā
āAverage live session durationā and āAverage conversation session countā - recorded for the first operator assigned to the conversation session, in this case the chatbot.
āNumber of conversations endedā - recorded for the operator ending the conversation.
āUnique visitsā and āConversation session state upon startā - recorded for the currently assigned operator. |
read this article in English:
https://docs.userlike.com/features/analytics/sample-conversations-flows