With the Conversations report, you can review the history of all past interactions on your site.
1. Presentation
To access it from the iAdvize administration panel, click on Reports > Conversations.
In this report, you will find all interactions conducted with your visitors, handled by your Assistant, workflow or agents.
1.1. Conversation metrics
| Date | Exact moment when the conversation took place. |
| Agent | Name of the responder who closed the conversation (Assistant, workflow or agent). |
| Length | Total duration of the conversation. |
| Revenue | Amount of the sale attributed to the conversation. |
| NPS (Net Promoter Score) | Score indicating the likelihood that the shopper will recommend your company. |
| CSAT (Customer SATisfaction) | Score indicating customer satisfaction regarding the conversation. |
1.2. Filters
Filters allow you to refine your analysis based on a specific time period or a particular project. You can also add additional filters to further narrow down your results.
Resolution Status Filter
The Resolution status filter applies to your conversations handled by your AI Shopping Assistant (fully or partially automated). It allows you to analyze the quality of the responses provided by your Assistant and assess the extent to which it was able to address the visitor's request.
Conversations handled exclusively by your human agents are not taken into account in this filter.
The level is automatically determined by artificial intelligence after the closing of each conversation, based on the full exchange between your Assistant and the visitor.
Here are the five possible resolution levels:
| Status | Definition |
|---|---|
| Fully resolved | The Assistant provided a complete and actionable response to the visitor's request. |
| Partially resolved | The Assistant provided a useful resolution, but something was missing or imperfect. |
| Missing information or transfer | The Assistant was unable to handle the request: missing information, or human intervention was required (transfer). |
| Wrong answer | The Assistant provided an incorrect or misleading response. |
| Out of scope | The request falls outside the scope of what the Assistant is designed to handle. |
| No status | By default, no resolution level is pre-selected. This groups together all of your conversations. |
2. Conversation details
To view the details of a conversation, click on the icon located to the right of it:
By opening these details, you will gain access to additional information:
- The elements related to the conversation: Satisfaction Tab and Customer Information
- The conversation information: duration, conversation ID, customer ID, CSAT, and NPS.
3. Conversation export
To export conversations, click on the icon :
You will then be prompted to enter your email and confirm. An email with a link to download a .CSV file will be sent to you.
By enabling the "Include messages" option, you will also receive a second file containing the content of the conversations.