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See what your customers ask, and what the bot doesn’t know yet
The analytics dashboard shows how many conversations the bot really resolves, which questions stay open and where your conversations come from. It counts strictly: a handover to the team is not a resolution.
Resolved means resolved
The resolution rate only counts conversations where the customer confirmed the answer or left without a further question. Handovers to the team don’t count as resolved.
Every conversation is evaluated once it has been quiet for 24 hours — compared with the previous period.
Open questions, grouped by topic
Every question the bot couldn’t answer lands in a list. At night Alpheris groups similar questions into topics — so you see where something is missing in your knowledge base.
You answer the question once, and from then on the bot knows the answer.
Where conversations come from, and when
You see the channels, the pages where conversations start and the times people ask. Plus the most frequent questions of the last few days.
For your team: conversations per team member and how many AI suggestions were used.
Three tabs, everything in one place
- Chatbot
Conversations, AI replies, resolution rate, unanswered questions, pages and channels.
- Inbox
New messages, AI suggestions used, conversation status and conversations per team member.
- Feedback
Thumbs up and down, conversation length and written feedback from your customers.
What you should know about analytics
How is the resolution rate calculated?
Confirmed and accepted conversations divided by all conversations with a request. Accepted means: the AI replied, the customer asked for nothing more and didn’t come back. Handovers to the team don’t count as resolved.
When do I see numbers?
Conversations and AI replies right away. The resolution rate once the first conversations have been quiet for 24 hours.
Can I get the numbers by email?
Yes, as a weekly report if you switch it on: chats, AI replies, tickets and missed chats compared with the previous week.
Who can see analytics?
Only members with the analytics permission. You grant it per person.
Can I export the data?
Inbox conversations via the API from Business. There is no connection to Google Analytics or Tableau.
Numbers that don’t gloss over anything
Start, let conversations run and see what your bot is still missing.