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Statistics

The Statistics Tab is the holy grail for your customer success team. It is an advanced dashboard that helps you:

  1. Get insights on performance and usage of the AI chatbot

  2. Identify areas that need attention

  3. Take action and improve your company metrics and results

Statistics

The dashboard allows you to track visitor engagement, identify trends, flag issues and get notified among many other things.

Understanding this data can help you make informed decisions to optimise user interactions and get more sales.

Key sections and metrics

All metrics include a "Previous value" statistic at the bottom right of the card, showing the % increase or decrease compared to the last recorded period. The period depends on the timeframe selected (ie: This Year vs. Last Year // Today vs. Yesterday). The timeframe can be changed in the dropdown menu on the top right of the screen.

  • Widget Sessions: The number of users interacting with the widget. Each session is counted as 1 user.

  • Messages: The total number of messages sent to the AI chat.

  • Average Messages / Chat: Shows the average number of messages per chat session.

  • Sources Clicked: The number of clicks made to a source (ex: website links).

  • Sessions Breakdown: The number of sessions per month in a line chart format, allowing you to track trends over time.

  • Categories: Displays message categories and their usage in a bar chart format.

  • Chat Contact: The number of times a user has clicked the contact button.

  • Unable to Answer: The number of questions that the AI chatbot couldn't answer. (coming soon)

  • Speak to an Agent: The number of customer requests to speak to an agent. (coming soon)

  • Message Categories and Types: The message categories and their usage in a pie chart format, providing a quick visual summary.

  • Message Feedback: The number of thumbs-up / thumbs-down ratings given by customers, displayed in a pie chart format.

  • Location: The number of sessions per country or city in a bar chart format.

  • Most used sources: A list of the nodes in your knowledge base that have been used and referenced the most when answering your customers questions. (coming soon)

  • Most clicked sources – A list of the chat sources that have been clicked and visited the most by your customers. (coming soon)

  • Widget Pages – A list of the web pages where myGenie has been used and interacted with the most. (coming soon)

Use the dropdown menu in the top-right corner to select the desired timeframe for the data you wish to analyse (today, this week, this month, etc.).

Statistics dropdown


Use cases

  1. Trend Analysis: Use the line and bar charts to identify trends over time, such as increased or decreased interest in specific categories or monthly sessions vs. conversion rates.

  2. Comparative Reports: Get detailed reports with weekly quantitative and qualitative comparisons.

  3. Geographic Insights: Use the location chart to understand the geographic distribution of your users, helping you tailor content or support based on location.

  4. Targeted email funnels: Tailor the categories to classify customers in targeted funnels based on their needs. Integrate with your email marketing platform to send relevant emails to each funnel and increase conversion rates.

  5. Feedback Review: Check the Message Feedback pie chart to measure user satisfaction and areas for improvement.


Export the statistics

If you prefer conducting your own analysis, you can export the raw data as a CSV and analyse it your own way.

Click on the three dots in the top right of the screen (next to instructions)

Click on the three dots in the top right corner of the screen (next to instructions) and select Export Raw Data (CSV). Once your data has been processed you will receive an email with a link to download it.

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