Reports dashboard
Open your robot and go to Report → Statistical Report. Manage Reports gives a live overview of how your conversations are being handled.
The headline figures
Three cards sum up the robot:
- Response Time: the average time to a reply, in minutes and seconds.
- Total Messages: every message sent and received.
- Total Conversations: how many conversations were opened.
Filter
Filter at the top right narrows the whole page to one service type (such as Widget, Telegram or Goftino) and a date range. By default the report covers the last 30 days. The badge on the button shows how many filters are active.
Who sends the messages
Number of messages splits the messages by sender:
- Client: your visitors
- Operator: replies from your team
- AI: the robot’s answers
- System: automatic messages such as welcome and auto-close notices
AI performance
AI performance shows what happened to the questions the robot received:
- Successfully processed: the robot answered
- Referred to operator: the robot handed the conversation to a person
- Not processed: the robot did not answer
- Other
The share of Referred to operator and Not processed is the most important number on this page. When it is high, the robot’s knowledge doesn’t cover what your visitors actually ask. Answer sources helps you find the gaps.
Trends over time
The chart has three tabs: Conversation status, Message status and Cost status. The dropdown next to them sets the resolution: Daily, Weekly (the default), Monthly or Yearly.
Conversation status draws one line per outcome: Answered, Referred to operator, Unanswered and Closed. A rising Referred to operator line is the earliest sign that your operators will need help.
Bot performance
The bot performance table at the bottom lists the questions the robot reported, with the time, the reason and the state of the conversation. It stays empty until the robot has something to report.
Each operator also has a personal report, under Team → Members. See Operators.