Table of Contents
Accessing the Analytics Dashboard
Understanding Key Performance Metrics
Structure and Purpose of the Conversation Flow Table
Detailed Metric Definitions and Analysis
Accessing and Filtering Transcripts
Candidate Journey and Data Management
Accessing the Analytics Dashboard
To begin the analysis, you must navigate to Dashboard > Analytics & Data > Chatbot > Chatbot Overview.
Understanding Key Performance Metrics
The Chatbot Overview displays several crucial metrics, providing insight into drop-off rates and efficiency.
| Metric | Description | Key Details |
| Conversation Funnel | Visualizes the drop-off rate as a bar chart. | Tracks Conversations Initiated (total outreach attempts), Conversations Started (candidates who replied to the initial prompt), and Conversations Completed (candidates who finished the entire workflow). |
| People Engagement Funnel | Displays overall conversion rates. | Shows conversion rates as percentages (e.g., % of people who started versus completed). |
| Velocity | Measures bot efficiency metrics. | Tracks the Time to complete conversation (average interaction duration) and the Time to schedule a meeting (efficiency of scheduling automation). |
| Conversation Flow | A visualizer to inspect the logic tree. | Scroll to the bottom of the dashboard to access it. Use the Full Screen icon to inspect the flow and identify specific nodes (steps) where candidates drop off (e.g., asking for security clearance or a phone number). |
When you click the purple chart icon (which looks like a small bar graph) situated in the top right corner of that funnel section, the numerical data display (e.g., Conversations Initiated and Completed) will immediately convert into a bar graph visualization depicting the conversion flow.
Conversation Flow Data Table
The Conversation Flow table serves as a central dashboard for tracking the performance and effectiveness of multiple automated conversational chatbots. This view is crucial for administrators to assess key metrics like completion rates, interaction velocity, and participant satisfaction across various deployed workflows.
Structure and Purpose of the Conversation Flow Table
The table organizes data by specific Chatbot workflow names listed under the Conversation Flow column. The metrics provided allow for a direct comparison of how different conversation scripts are performing in terms of candidate engagement and funnel completion.
The conversation history notes that this detailed data can be filtered by time frame (though it is often automatically filtered to the last 30 days) and is utilized to determine where candidates may drop off.
Detailed Metric Definitions and Analysis
The table includes six key columns for evaluating each chatbot's efficiency and reach.
| Metrics | Definition |
| People Engaged | This metric tracks the total number of unique candidates who were exposed to the chatbot. According to the conversation history, a candidate is counted as People Engaged when they receive the default message from the bot at least once. |
| Conversation Started | This column indicates the volume of interactions that moved past the initial outreach. A conversation is counted as Started when an end user, such as a candidate, responds to the bot’s message at least once. |
| % Completed | This percentage is a primary measure of success and directly reveals the drop-off rate of the conversational flow. Conversation Completed means the candidate reaches the last node of the conversation. |
| Time to Complete | This metric measures the Velocity of the chatbot workflow by displaying the average duration required for a candidate to fully reach the last node. |
| Avg Rating | This column reflects the average satisfaction score provided by participants. This rating is given on a scale of 1-5. |
When you click on the hyperlinked name of the chatbot, it initiates a drill-down into the specific analytics for that single workflow. It opens a new, dedicated dashboard view for that particular chatbot.
This dedicated view displays the following:
Conversation Metrics: Review the specific Conversation Funnel data for that bot only, including the exact counts of conversations initiated, started, and completed.
Other Metrics: Review other related metrics, such as the exact number of Meetings Scheduled, Unique People engaged, Time Saved (in hours), and Avg Rating of this particular flow.
Conversation Flow visualizer: Analyze the Conversation Flow visualizer to precisely determine the specific node (question) that is causing any high rate of candidate drop-off.
You can check the Expand all flows box to view the complete flow of the chatbot.
The Download button allows you to download the flow in an image format.
Chatbot Transcripts
To perform quality assurance or gain a specific conversation context, admins can review individual transcripts.
Note: Currently, Chatbot Transcripts are available only for Outbound chatbots in Analytics. To view Inbound Chatbot Transcripts, you need to go to the Chatbot List page > click the three-dots menu for Sourcing chatbot type > More options > Review Data.
Accessing and Filtering Transcripts
- Navigate to Analytics & Data > Chatbot > Chatbot Transcripts.
- Adjust the time period using the dropdown menu in the top left; for instance, change the default 'Last 7 days' to 'Last 30 days'.
Reviewing a Conversation Log
- Locate the specific candidate using the list, which provides columns for Name, Chatbot Name, and Date.
- Click the expand icon next to the candidate’s name. It will open a side window to show the conversation.
- Transcripts can be filtered using options at the top of the screen and can be exported, with the option to include or exclude sourcing chatbot transcripts.
- The expanded view displays the full chat history log, which includes Bot Prompts (e.g., "What is your active US government security clearance level?"), Candidate Responses (e.g., "Secret" or "123-456-7890"), and System Events (e.g., "Meeting Scheduled").
Candidate Journey and Data Management
If an interaction requires broader context or data verification, workflows allow access to the full candidate history and the main database.
Viewing Candidate Journeys
- From the Chatbot Transcripts view, click directly on the Candidate's Name hyperlink.
- This action opens the Candidate Profile slide-out.
- Navigate to the Communication - Journeys tab.
- Here, users can review a chronological timeline of all candidate interactions (including SMS, Email, and Surveys) and check Status Indicators to confirm if messages were Sent, Opened, or Responded to.
Troubleshooting Tips
| Issue | Resolution Workflow |
| Missing Data | If the Chatbot Overview shows "0" for metrics, confirm that the Date Range filter is set correctly and that the Entity Type matches the bot's configuration. |
| Sharp Drop-offs | If the Conversation Funnel displays a sharp decline in completions, utilize the Conversation Flow visualizer to precisely pinpoint which specific question is causing candidates to abandon the chat. |