Reporting Guide For C4A Chatbot (Coni)

If you are considering adding live chat software for website, Click4Assistance software’s reports and metrics for tracking chatbot performance can help. These provide essential data you can use to understand chatbot operations, improve decision-making, and gain deeper insights into visitor behaviour.

Transcript Reports

C4A Chatbot (Coni) Transcript Reports show a full transcript for your chatbot sessions, including when escalation to agents occurs. Detailed information in these reports includes the Chatbot name, the name of the experience where the bot is used, session data and time and when escalations occurred. Agents can evaluate this information and view it in PDF, CSV, or Excel formats.

C4A retains data for seven days across all subscription levels, including standard, professional and enterprise.

Activity Reports

ChatBot (Coni) Activity Reports summarise the number of started and escalated chatbot sessions. Data also contain granular information on the origin of chats for comparative analysis by categorising them into two categories: reactive and proactive.

Reactive reports are those started by clicking a button on your website, within emails, digital documentation or a mobile app. Proactive are those beginning with an invitation, either on a website or a certain amount of time following a page view.

The “started” line chart shows how many sessions started, counting the number initiated by users. The “escalated” bars follow the number of sessions that eventually end up in conversations with agents.

PDF and Excel options are available for activity reports. However, data retention varies according to subscription level. Standard customers can retain logs for 93 days, while Professional and Enterprise-level customers can hold them for 366 days.

Final Analytics

ChatBot (Coni) Final Analytics Reports displays various steps where visitors ended their bot interaction, including:

• Escalation to an agent
• Reaching a final step in a conversation
• Abandoning the chat

These endpoints make it more straightforward to evaluate where and how chats are ending, enabling deeper analysis of approaches. Product users can view areas requiring improvement by modifying chats.

PDF and Excel data tables include:

• The final step that users reached
• The data label of each step
• The step number
• The message type
• Messages presented on the step or option

C4A retains this information for seven days across all subscription levels.

Option Analytics

Finally, ChatBot (Coni) Options Analytics Reports show the options users selected most frequently during chatbot sessions so you can see the direction most users go in during conversations, enabling you to compare various options.

C4A’s reporting tools show:

• The total number of times each option was selected
• The selected date period
• The data label of the step
• The option’s text content
• The step number

Wrapping Up

C4A lets you create chatbot tools and combine them with reporting analytics for exceptional oversight of your online communications. Reports empower you to improve business processes and understand your strengths and weaknesses. For more information or additional inquiries, contact the C4A team.