Dashboard is the section where you can find the analytics and tracking of all your chatbots and users. There are five basic reports available:
- Users Report
- Analytics Report
- Ticketing Report
- NLP Analytics Report
- Comment Reply Report
- WhatsApp Analytics Report
You may select to view the analytics within a certain period by filtering in the top right date picker.
You will be able to read the following data:
- Total number of active users over this period of time
- Total number of new users coming in within this period of time
The blue and orange lines represent users who have performed actions on the bots and users who are new members. You will be able to see the distribution of users by hour, day, week or month.
Analytics report shows all stored actions you've set in the analytics section. You can also tick the specific category, action or label and plot the data on the graph. Different data is displayed into different colors.
If you have connected your chatbot to our live chat system, you will also be able to read a simple ticketing report on the assignment of enquiries. There are three sub-sections for the ticketing report: overview, assignments and agents.
Different ticket status is labelled into different colors:
- Purple for total number of tickets received
- Grey for total number of unassigned tickets
- Yellow for total number of assigned tickets
- Green for total number of completed tickets, and
- Blue for total number of tickets being transferred
On the right hand side, you can read two performance data:
- Five most recent ticket assignments, and
- Top five agents and the number of tickets they are assigned to
In the tab of assignments, you will be able to view all the incoming tickets in a more detailed view.
|Status||The current status of that ticket|
|Member ID||A unique string of ID to identify the identity of each member|
|Member Name||Only available to platforms that provide the name of users|
|Agent Name||The name of the agent handling that specific ticket|
|Platform||Incoming platform source of that specific ticket|
|Channel||Incoming channel that you connected on Stella of that specific ticket|
You can also click the "View" button to read the details of this ticket, such as date of creation and date of assignment. You may also click the "View Conversation" button to read the full conversation history.
In the tab of agents, you will be able to read the performance of all agents, including how many number of assignments each agent has handled and the distribution of ticket status under each agent.
In NLP analytics report, you can take a look at the performance of all intents trained under Dialogflow or LUIS. You will be able to see the average confidence level of that intent and the number of activation by users' input.
And by clicking the "View" button next to the specific intent, you will be able to read the detailed list of user input that falls into this intent and other details include individual confidence level, language, parameters detected, entities detected and date of message sent.
You can then evaluate the score of each user input and decide if you need to further train the specific intent to achieve a higher accuracy.
If you have created Public/Private Reply for your chatbots, you may read the comment reply analytics of each post after adding the pre-action to save users' comment. You will be able to see the list of all posts that receive users' comments, the total number of comments received and the distribution of the comment status.
Once you clicked the "View" button into a specific post, you can read a detailed list of all users who have left comments on that specific post and their corresponding comment. You can also identify if the comment is matched or not.
This report shows you the performance of your WABA on both the notification messages and also customer support messages. You may take a more detailed look at the message volume of your WABA across regions and different business phone numbers.
|Integration||The WABA integration you have set on Stella|
|Country||The region of the recipients' mobile phones|
|Total Messages Sent||The messages sent from your WhatsApp Business phone number(s)|
|Total Messages Delivered||The message received by your recipients on their mobile phone(s)|
|Notification Messages||Templated Messages sent outside the 24-hour window|
|Customer Support Messages||Session messages sent within the 24-hour window|
|Phone Number(s)||The phone numbers that are connected under the corresponding WABA|
There are a few reasons causing the discrepancy between the number of "Total Messages Sent" and the number of "Total Messages Delivered", such as account blocking and poor data network. The total number of messages delivered should always be equal to or less than that of messages sent.