Fini Analytics
Learn how to manage Analytics tab
Analytics
Fini Analytics is centralized space to gather data about past conversations, categories & resolution rate.
The below guide is divided into four sections:
- Analytics tab overview
- Main Metrics
- Filtering
- Graphic representation of data
1. Analytics tab overview
Analytics tab is easily accessible through your Fini panel
Click on Analytics
Select a bot
Select timeframe
Decide whether you want to see analytics per message or aggregated data per conversation
You can go to chat history
If you’d like to see full conversations you can do so by clicking on ‘See Related Conversations’
2. Main metrics
Usage
Total number of responses by Fini
Fini Resolution Rate
%of conversation completely handled by Fini
Agent Transfer Rate
%of responses transferred to agents
Negative Feedback
%of responses with negative feedback
Content in KB
%of responses with associated KB content
3. Filtering
You can filter the data by:
- Source: Easily see where each chat originated, whether from your website, social media, or other platforms.
- Channel: Email/Chat
- Category: Categories which are applied to every reply/ conversation (depending on your setting)
- Feedback: Chats in slack, widget or standalone link can be voted with thumbs up or down. Here you can see aggregated numbers of reviews.
- Escalation: Yes/No
- Reference links: Yes/No (Show replies which got a reference link)
4. Graphic respresenatation of data
This section visually depicts information through charts and graphs to facilitate easier understanding and analysis.
Usage per day
Number of conversations per day
Category
Usage by source
Usage by channel
Chats solved by Fini
Resolution rate
% of responses completely handled by Fini per day
Associated content in Knowledge base
Reference links rate
% of responses with associated KB content per day
Total feedback
Chats in slack, widget or standalone link can be voted with thumbs up or down. Here you can see aggregated numbers of reviews.
Feedback rate
% of responses with positive/ negative feedback per day
Congratulations!
You’re now acquainted with Fini Analytics tab. With this data you have acceess to more insights and you can gain a better understanding of your users’ issues. If you have any questions or need further assistance, don’t hesitate to reach out to us at hello@usefini.com. Happy analyzing!