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.	“Conversation topics” - 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). “Operator status” - whenever the assigned operator’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. “Operator slot utilization” - 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.	“Operator status” - since the status change is a result of the human operator coming online, the value is recorded without a conversation ID. “Operator slot utilization”
The chatbot is unable to answer the requests and reassigns the conversation to “any” other operator. The operator who just went online has available slots and now receives the conversation.	“Operator status” and “Operator slot utilization” - recorded because the reassignment of the conversation increases the chatbot’s number of free chat slots. “Conversation session state” - recorded for the newly assigned operator. “Operator status” and “Operator slot utilization” - recorded because receiving the conversation increases the human operator’s number of free chat slots. “Number of chatbot conversations reassigned to human operators” - recorded for the chatbot performing the reassignment. “Number of conversations received from a chatbot” - This metric is recorded for the operator receiving the conversation. Please note that the conversation may also be set to “unassigned” 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.	“Average conversation status duration” - recorded for the time during which the conversation held the status “new”. 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. “Average conversation status duration” - recorded for the time during which the conversation held the status “open”. “Average conversation duration” - the time the human operator spent chatting with the contact. “Average conversation duration” - the time the chatbot operator spent chatting with the contact. “Operator status” and “Operator slot utilization” - recorded because ending the conversation increases the human operator’s number of free chat slots.
The contact rates the conversation.	“Satisfaction rating” - recorded for the currently assigned operator.
The contact leaves the website and as a consequence, the conversation session is ended.	“Conversation session state” - recorded for the currently assigned operator. Since no new session was started, the last “Conversation session state” data point is updated. “Messages” (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. “Messages” (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. “Messages” (sum of messages between certain operator and contact) - also only recorded for the human operator. “First response time live conversation sessions” - because the first message-based interaction was not with the chatbot, this event is recorded for the human operator. “First response time live conversation sessions (service times considered)” “First response time live conversations” “First response time live conversations (service times considered)” “Conversations (by initial assignee)” - recorded for the chatbot since it was the operator first interacting with the contact. “Conversations (by current assignee)” “Average live session duration” and “Average conversation session count” - recorded for the first operator assigned to the conversation session, in this case the chatbot. “Number of conversations ended” - recorded for the operator ending the conversation. “Unique visits” and “Conversation session state upon start” - recorded for the currently assigned operator.