Track predefined KPIs with Certainly's KPI Reports

In KPI Reports, you can view data specific to points where you've added KPI tags within your chatbot flow. This is an excellent tool for getting a quick overview of how many users have been in your bot, how many users needed to be handed over to human agents, and how many users have gone to a fallback path. In this article, we'll explore:

Accessing KPI Reports

KPI Reports can be found in the Navigation bar. Please note that this data will only be available if you have added KPI tags to your Modules. To see the available KPI data from your bot, you first have to choose your bot and select a time interval from which you want to view the data.

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KPI Report dashboard

In the KPI Report dashboard, we have three key types of metrics: Total Users, Module Views, and Users In Module.

Total Users represents the total amount of conversations within the selected time period. 

Module Views indicate how many times a Module has been passed by a user, and also if the same user has passed a Module several times.

Users In Module are tracked by a User ID, and it indicates how many users have been by a Module, not how many times the same user has passed by a Module.

For example, if a single user has passed a Module four times, "Module Views" will show four, and "Users In Module" will show one. It can quickly give you an indication if there's something missing in the bot, or if a lot of the users going through the bot need assistance from customer support or end up in a fallback path. If that is the case, it can be helpful to look at what the user input is, which can be viewed in the Message Report, so that you can improve your bot.

Please keep the following in mind when making changes related to predefined KPIs:

  • The count for any KPI tags starts once they are added to a bot's Modules and that bot has been saved and published. Historical data prior to that point will never be included in the count.
  • If you have changed or deleted, for instance, the starting Module, the historical numbers tied to it and displayed in the KPI platform are altered or deleted with the Module itself. So, when you attach a newly created Module with the same tag, the count will start from 0.
  • The total amount of users remains unaffected by changes performed on KPI tags.
  • If you remove a tag from a Module, it does not show the Module in the KPI view anymore, even though you have had the totals displayed before.

Looking to do even more with your KPI tag data? Check out the Certainly KPI Relationship Report.