Overview:

This document covers an overview of the new Elastic Reporting dashboard, and the basic metrics and graphs available to help you monitor your Koopid experiences.

Basic Dashboard Overview

The Koopid provider portal has been improved to be able to provide advanced reporting metrics as requested by customers.

The new advanced reporting dashboard, which is available by request, includes the following charts and graphs with a high level-overview of activity on your provider, from your deployed Koopid experiences. These metrics will help you better understand your customer usage patterns, and what information your visitors are looking for when they launch your experience. The metrics will also help you make adjustments to your workflows and the information provided, as you can gauge what workflows are visited most and where users are dropping out, where clarity and additional information might be needed.

To enable the new reporting dashboard on your provider, please reach out to support@koopid.ai

1. Sessions_Daily

   This line graph offers a time-series visualizer that gives the total count of sessions, and sessions per each channel, per day, in a given time frame. It shows the maximum of 10 channels in descending order based on the count of sessions in the given time frame. The legend shows the total count and breakdown of the sessions according to the session on the last day.

   

2. Sessions_Hourly

   This line graph offers a  time-series visualizer that gives the total count of sessions, sessions per each channel, per hour, in a given time frame. It shows a maximum of 10 channels in descending order based on the count of sessions in the given time frame. The legend shows the total count and breakdown of the sessions according to the session on the last hour.

   

3. Total_Users

   This line graph visualization gives the total number of users daily, and its breakdown per channel in the given time frame.

   

4. Chats_Waiting

   This bar chart visualization shows the average and median number of chats waiting per each hour in the given time frame. The average and median are rounded off to the nearest value.

   

5. Live_intent_session_count

   This horizontal bar chart visualization gives the count of agent sessions per intent detected by the AI engine in the given time frame. It shows a maximum of 5 intents in descending order based on the count of sessions in the given time frame.

   

6. Automation_Intent_Sessions_Count

   This bar chart visualization gives the count of automation sessions per intent in the given time frame. It shows a maximum of 5 intents in descending order based on the count of sessions in the given time frame.

   

7. Agent Productivity (Hour)

   This data table gives the number of customers answered by an agent in the last hour. It shows the top 15 agents in descending order based on the count of sessions.

   

8. Agent Productivity (Today)

   This data table gives the number of customers answered by an agent today. It shows the top 15 agents in descending order based on the count of sessions.