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Session Result Analytics

The Session Result chart shows the distribution of chat session outcomes. This metric helps evaluate the effectiveness of your chatbot in resolving user queries.

How to Interpret the Chart​

  • Categories like Resolved, Unresolved, and Escalated indicate the overall performance of your chatbot.
  • High numbers of unresolved sessions may require improvements in chatbot training.

Use Cases​

  1. Evaluate Resolution Rates
    Monitor how often the chatbot successfully resolves user queries without human intervention.

  2. Detect Performance Issues
    Identify patterns where the chatbot frequently fails to provide adequate responses.

  3. Track Escalations
    Understand when and why sessions are escalated to human agents for further assistance.

Actions to Take​

  • Improve training data to increase resolution rates.
  • Identify common unresolved queries and update the chatbot’s responses or functions.
  • Review escalated cases to determine if chatbot capabilities need to be enhanced.

FAQs​

  1. How is a session marked as resolved?
    The system flags a session as resolved based on predefined triggers, such as a successful response or user confirmation.

  2. Can I customize session outcomes?
    Yes, you can define custom session outcomes based on your use case.