Analytics: conversations, the bot's share, ratings and the plan
How many conversations your bots had, how many the bot handled alone, how fast your team answered, the ratings, what visitors asked about, each colleague's numbers and this month's use of the plan.
Анализ (Analytics) shows your bots' conversations over Последни 7 дни, Последни 30 дни or Последни 90 дни (the last 7, 30 or 90 days) — choose at the top right.
This month on the plan
Планът този месец (The plan this month) shows the month so far against your plan:
- Разговори този месец (Conversations this month);
- AI токени този месец (AI tokens this month);
- Активни ботове (Active bots).
The bar turns amber at 80 % and red at 100 %. The monthly counters start again on the 1st. Above 120 % of conversations or AI tokens, the bot continues without AI until the end of the month: What Assistant does.
The same three rows are in Monfri's Plan & usage → Usage, as Assistant conversations this month, Assistant AI tokens this month and Assistant bots: Usage and limits.
The numbers
| Number | What it counts |
|---|---|
| Разговори (Conversations) | conversations started in the period |
| Отворени (Open) | of those, waiting for a person or with a person now |
| Решени (Solved) | of those, closed |
| Изцяло от бота (Handled by the bot alone) | the share of finished conversations no person was needed for — "N от M без човек" (N of M without a person) |
| Ср. първи отговор (Average first response) | from the handover to a colleague's first reply |
| Ср. за решаване (Average to solve) | from the start to closing, for conversations a person worked on |
| CSAT | the average rating from 1 to 5, and how many ratings |
A conversation the bot handled alone closes after 12 quiet hours and only then counts as finished.
What visitors asked about
Намерения (triage) (Intents) — the eight most frequent topics in the period, recognised automatically: Продажби (Sales), Поддръжка (Support), Връщане/отказ (Return/cancellation) and others. For each: Дял (Share), Брой (Count) and Настроение (Mood) from −1 (unhappy) to 1 (happy). Предаден на човек (Handed to a person) stands for the topics that are never stored, such as health.
Each colleague
По агент (By agent): Поети (Taken), Решени (Solved), Ср. първи отговор and Ср. за решаване for each person who took conversations in the period.
If something doesn't work
Данните не се заредиха
(The data did not load.) … празните полета отдолу не са реални нули. (…the empty fields below are not real zeros.) Reload the page.
CSAT shows —
No ratings yet. A visitor is asked to rate when a colleague closes the conversation, or when the bot closes it while the chat is open.
Ср. за решаване is empty
Only conversations a person worked on count, and none was closed in the period.