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Cadence Chat Analytics and Exports
Overview
Analytics serves as the hub for understanding Cadence product usage at an individual, team, and organizational level. Users and Admins will be able to effortlessly surface high-level Chat metrics and drill down further into data for additional comparison and analysis.
- Cadence Chat conversations dashboard
- Conversation and visitor breakdowns
- Chat Analytics Heat Map
- Exports
Chat Analytics
To view Chat analytics, click on Reports on the left side navigation>Chat Analytics tab
The Chat analytics page will provide both users and administrators an interactive dashboard showing information on total conversations, user-assisted conversations, bot-only (unassisted) conversations (if applicable) and the conversation rate.
Data on the dashboard can be filtered by date range. Quick options are provided for the last 24 hours, 7 days, 30 days, 3 months and 12 months or a custom date range can be selected.
Once a date range has been selected, hovering over a specific data point in the graph will allow you to see the number of conversations from that day (bot only/unassisted vs user assisted)
The conversation and visitor break down:
Conversation where live chat was requested: The total number and percentage of Live Chats that were requested. Live Chats Requested can help an institution decide how often someone or how many staff members should be available to handle the volume of incoming conversations.
Conversation where follow up was requested: The total number and percentage of Follow Up that were requested. Follow up's requested can help an institution decide how often someone or how many staff members should be available to handle the follow up conversations/reach out.
Self-Service Rate: Self-Service Rate (if applicable) is a measurement of how the bot is performing and can help institutions identify content gaps on the school’s website. It’s measured by how many visitors say that something "Did Not" answer the question they were looking for when they were presented with a button response.
For example: If a visitor clicks the "Financial Aid" button and wants to learn more on "How to Apply" but then indicates the information provided doesn’t answer their question, and then enters a live chat, an institution can determine if the question that the visitor asks should be added to the webpage.
Lead and Mobile Capture Rate: The number and percentage of captured leads and mobile numbers. This information provides institutions an exact number of visitors who are actually interested and visiting the school website asking for more information.
Chat Analytics Heat Map
The heat map shows conversations summed by time of day on specific days of the week. This will help you and your team determine what days are the most active for your chat bot so that you can appropriately staff those days/times. The scale in the top right of the map indicates that the darker colors are more popular times/days that chats are received. The numbers on the scale indicate the smallest and largest amount of conversations per day.
Hover over the graphic to see exactly how many chats came in at a specific hour:
This breakdown provides detailed information as to when your chatbot is most active -- so you can be sure you have proper staffing when your chatbot is busiest.
The drop down allows you to filter conversations by Live Chat only, Bot-only, or all. And you can select "Follow up requested" to see how many chats required a human to follow up to the chat when no one was available.
Cross Team Metrics
Admins can now see detailed cross-team metrics about individual chat users for all Chat teams that they are a part of.
The information provided includes number of chats hosted, follow ups, average response time, average time available, and when users were last on a chat and last available on a per person basis. Admins can us this information to benchmark usage across teams and have greater visibility into their user's performance.
Exports (Admins Only)
The Exports area will provide the ability to export (.csv file) of the Chat Leads that come in through the Chat Bot. The export will include the collected contact information of the visitor that the Chat Bot collected.
While the above Analytics and breakdowns are available to both User and Admins, the Export tab is only available to Admins.
Within the Lead & Activity Export, Admins also have the ability to turn on automated exports which will allow you to receive an export email daily which includes the previous day's export.
- The export will be emailed between 3am-5am ET daily
- It will contain the previous day's (12am-11:59pm) chat leads as long as there is data to export.
- The email is sent to the email address associated to the user requesting it.
