With the Conversations report, you can view the history of all exchanges that have taken place on your site.
To access it from the iAdvize administration, go to the Reports > Conversations tab.
In this report, you will find all exchanges with your shoppers, whether they are conversations with your Assistant, workflows, or your agents.
Indicators
| Date | The exact time at which the conversation took place. |
| Agent | Name of the respondent who closed the conversation (Assistant, workflow or agent). |
| Duration | Total duration of the conversation. |
| Revenue | Amount of the sale attributed to the conversation. |
| NPS (Net Promoter Score) | Score indicating the likelihood that the customer would recommend your company. |
| CSAT (Customer Satisfaction) | Score indicating customer satisfaction regarding the conversation. |
Filters
Filters allow you to refine your analysis based on a specific time period or a particular project. You can add additional filters to further narrow down your results.
Resolution Status
This applies only to your conversations handled by your AI Shopping Assistant (fully or partially automated). Conversations handled exclusively by your human agents are not taken into account.
It allows you to analyze the quality of the responses provided by your Assistant and to assess how well it was able to address the shoppers' request.
The level is automatically determined by artificial intelligence after each conversation is closed, based on the entire exchange between your Assistant and the shopper.
Here are the three possible resolution status:
| Status | Definition |
|---|---|
| Resolved | The Assistant provided a relevant answer to the shopper's request across the full conversation. |
| Missing Information or Transfer | The Assistant could not resolve the shopper's request across the full conversation: missing information, no matching product, explicit frustration, no response, or human intervention was required (transfer to an agent) |
| Unclassified | Conversations that do not match any status |
Automation Level
| Value | Definition |
|---|---|
| Fully Automated | The conversation was handled entirely by an AI Assistant (or a workflow), with no human intervention. |
| Partially Automated | The conversation was handled by both the Assistant (or a workflow) and a human agent. |
| Not Automated | The conversation was handled solely by a human agent. |
Assisted Sales
This filter applies only to conversations handled by your AI Shopping Assistant.
| Value | Definition |
|---|---|
| True | The conversation with your Assistant generated at least one sale. |
| False | The conversation with your Assistant did not generate any sale. |
Conversation Details
To view the details of a conversation, click the icon on the right-hand side.
Opening this detail panel gives you access to additional information:
- Conversation-related elements: Satisfaction tab and Customer Information
- Conversation information: duration, conversation ID and customer ID, CSAT, NPS.
Exporting Conversations
To export conversations, click the icon :
You will then be prompted to enter your email address and confirm. An email containing a link to download a .CSV file will be sent to you.
By enabling the "include messages" option, you will receive a second file containing the full content of the conversations.