Statistics

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

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

2. Identify areas that need attention

3. Take action and improve your company metrics and results
   

Rather than having a chatbot that offers no internal visibility on what questions are being asked and how it's performing, myReach offers a comprehensive dashboard with countless 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 dashboard.

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

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

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

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

• Messages Breakdown: The number of daily or monthly messages (depending on the selected timeframe) in a line chart format, allowing you to track trends over time.

• Resolution Rate: The number of resolved or unresolved chats, based on the user's feedback when they close the chat.

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

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

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

• Unable to Answer: The number of questions that the AI Assistant couldn't answer.

• Speak to an Agent: The number of user requests to speak to a human agent.

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

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

• Top Sources Referenced: A list of the sources (nodes in your knowledge base) that have been used and referenced the most when answering your users' questions.

• Top Sources Clicked: A list of the sources base that have been clicked and visited the most by your users.

• Top Widget Pages – A list of the web pages where the AI Assistant has been used and interacted with the most.

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.).

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) and select Export Raw Data (CSV). Once your data has been processed you will receive an email with a link to download it.