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Analytics & Reporting Overview

Flowbotic’s analytics and reporting tools provide comprehensive insights into your AI assistants’ performance, conversation metrics, and overall system usage. This guide introduces the key analytics features and how to use them effectively.

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Analytics Dashboard

The Analytics Dashboard provides a high-level overview of your platform’s performance through visualizations and key metrics. Analytics Dashboard [Screenshot placeholder: Main analytics dashboard with various charts and metrics]

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Accessing Analytics

  1. Navigate to the Analytics section in the sidebar
  2. Select from various report types:
    • Overview Dashboard
    • Assistant Performance
    • Conversation Metrics
    • Ticket Analytics
    • Channel Performance

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Dashboard Customization

Customize the analytics dashboard to focus on metrics most relevant to your needs:
  1. Click the Customize button in the top-right corner
  2. Select which widgets to display
  3. Arrange the layout as desired
  4. Save your custom configuration
Dashboard Customization [Screenshot placeholder: Dashboard customization interface]

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Key Performance Metrics

The analytics system tracks several important categories of metrics:

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Conversation Metrics

Track the volume and flow of conversations:
  • Total Conversations: Number of conversations over time
  • Average Duration: Typical length of conversations
  • Message Volume: Total messages exchanged
  • Peak Hours: Busiest times for conversations
  • Channel Distribution: Conversations by channel (chat, email, voice)
Conversation Metrics [Screenshot placeholder: Conversation metrics visualization]

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Resolution Metrics

Measure how effectively issues are being resolved:
  • Resolution Rate: Percentage of conversations resolved without human intervention
  • First Response Time: Time until first assistant response
  • Resolution Time: Time to fully resolve inquiries
  • Escalation Rate: Percentage of conversations escalated to humans
  • Self-Service Rate: Issues resolved without human intervention

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User Satisfaction

Gauge how users perceive their experience:
  • Satisfaction Scores: Explicit ratings from users
  • Sentiment Analysis: Detected sentiment in conversations
  • Feedback Comments: Qualitative feedback from users
  • Return Rate: Users who engage with assistants multiple times

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Assistant Performance

Evaluate individual assistant effectiveness:
  • Response Accuracy: How accurately assistants answer queries
  • Knowledge Retrieval: Effectiveness of knowledge base utilization
  • Confidence Scores: Assistant’s confidence in its responses
  • Learning Progress: Improvement over time
Assistant Performance [Screenshot placeholder: Assistant performance metrics for different assistants]

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Report Types

Flowbotic offers several specialized reports:

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Assistant Reports

Detailed analysis of individual assistant performance:
  • Performance trends over time
  • Common topics and questions
  • Knowledge utilization statistics
  • Comparison between assistants

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Conversation Analysis

Deep dive into conversation patterns:
  • Conversation flow visualizations
  • Topic clustering and trend analysis
  • User engagement patterns
  • Message timing and frequency
Conversation Analysis [Screenshot placeholder: Conversation analysis with topic clustering]

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Channel Reports

Compare performance across different communication channels:
  • Channel usage statistics
  • Cross-channel performance comparison
  • Channel-specific metrics
  • User preferences by demographic

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Ticket Analytics

For conversations escalated to human agents:
  • Ticket volume and trends
  • Resolution times by agent and team
  • First response time analysis
  • Escalation reasons and patterns
Ticket Analytics [Screenshot placeholder: Ticket analytics dashboard]

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Filtering and Segmentation

Refine analytics data for more focused insights:

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Time Period Selection

Analyze data from different time frames:
  • Predefined ranges (Today, Yesterday, Last 7 Days, Last 30 Days)
  • Custom date ranges
  • Comparative periods (This Month vs. Last Month)
  • Year-over-year comparison
Time Period Selection [Screenshot placeholder: Date range selector interface]

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Data Segmentation

Break down metrics by different dimensions:
  • By assistant
  • By channel
  • By user attributes (location, device type, etc.)
  • By conversation topic
  • By custom tags

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Advanced Filtering

Create complex filters to focus on specific data:
  • Conversation duration
  • User satisfaction scores
  • Escalation status
  • Knowledge categories used
  • Custom attributes

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Data Visualization

Flowbotic presents analytics using various visualization types:
  • Line Charts: Track metrics over time
  • Bar Charts: Compare values across categories
  • Pie/Donut Charts: Show distribution and proportions
  • Heat Maps: Visualize patterns in two dimensions
  • Tables: Display detailed numeric data
  • Sankey Diagrams: Visualize conversation flows
Data Visualizations [Screenshot placeholder: Various chart types in the analytics interface]

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Scheduled Reports

Set up automated report delivery:
  1. Navigate to the Reports tab in Analytics
  2. Click + Scheduled Report
  3. Select report type and configuration
  4. Choose delivery frequency (daily, weekly, monthly)
  5. Add recipients and delivery format (PDF, CSV, HTML)
  6. Set custom message (optional)
  7. Click Save
Scheduled Reports [Screenshot placeholder: Scheduled report configuration]

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Data Export

Export analytics data for external analysis:
  1. Navigate to the desired report
  2. Click the Export button
  3. Select format:
    • CSV: For spreadsheet analysis
    • PDF: For sharing and presentation
    • JSON: For programmatic processing
  4. Choose data granularity and time range
  5. Click Export

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API Access

Access analytics data programmatically through the Flowbotic API: 
const { FlowboticClient } = require('flowbotic-sdk');

// Initialize client
const client = new FlowboticClient({
  apiKey: 'your-api-key'
});

// Get analytics data
async function getConversationAnalytics() {
  try {
    const analytics = await client.analytics.getConversations({
      startDate: '2025-01-01',
      endDate: '2025-01-31',
      assistantId: 'asst_12345', // optional
      channel: 'webchat', // optional
      metrics: ['volume', 'resolution_rate', 'satisfaction']
    });
    
    console.log('Analytics data:', analytics);
  } catch (error) {
    console.error('Failed to fetch analytics:', error);
  }
}

getConversationAnalytics();
For detailed API documentation, see the Analytics API Reference.

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Privacy and Data Handling

Analytics data is processed with privacy in mind:
  • Data Anonymization: User identifiers are anonymized
  • Data Retention: Configure how long analytics data is stored
  • Access Controls: Restrict analytics access to authorized users
  • Compliance: Analytics processing complies with major regulations

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Using Analytics Effectively

Look for patterns and changes over time:
  • Increasing or decreasing conversation volumes
  • Changes in resolution rates
  • Shifts in common topics
  • Variations in user satisfaction

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Performance Optimization

Use analytics to improve your assistants:
  • Identify knowledge gaps from frequently escalated topics
  • Optimize instructions based on misunderstood queries
  • Add training data for common scenarios
  • Adjust response parameters for better engagement
Performance Optimization [Screenshot placeholder: Assistant optimization recommendations]

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Business Insights

Extract valuable business intelligence:
  • Discover frequently asked questions
  • Identify product or service issues
  • Understand customer preferences
  • Track campaign effectiveness
  • Measure impact of product changes

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Comparative Analysis

Compare performance across different dimensions:
  • Between different assistants
  • Across communication channels
  • Before and after updates
  • Against industry benchmarks

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Next Steps

Assistant Performance

Detailed metrics for evaluating assistant effectiveness

Conversation Metrics

Analyzing conversation patterns and outcomes

Custom Reports

Creating tailored reports for specific needs

Exporting Data

Options for exporting analytics data