Read more on the feature here

Analytics

Fini Analytics is centralized space to gather data about past conversations, categories & resolution rate.

The below guide is divided into four sections:

  1. Analytics tab overview
  2. Main Metrics
  3. Filtering
  4. Graphic representation of data

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1. Analytics tab overview

Analytics tab is easily accessible through your Fini panel

1

Click on Analytics

Step 15 screenshot

2

Select a bot

Step 16 screenshot

3

Select timeframe

Step 17 screenshot

4

Decide whether you want to see analytics per message or aggregated data per conversation

Step 18 screenshot

5

You can go to chat history

If you’d like to see full conversations you can do so by clicking on ‘See Related Conversations’ Step 19 screenshot

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2. Main metrics

1

Usage

Total number of responses by Fini Step 21 screenshot

2

Fini Resolution Rate

%of conversation completely handled by Fini Step 22 screenshot

3

Agent Transfer Rate

%of responses transferred to agents Step 23 screenshot

4

Negative Feedback

%of responses with negative feedback Step 24 screenshot

5

Content in KB

%of responses with associated KB content Step 25 screenshot

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3. Filtering

You can filter the data by:

  1. Source: Easily see where each chat originated, whether from your website, social media, or other platforms.
  2. Channel: Email/Chat
  3. Category: Categories which are applied to every reply/ conversation (depending on your setting)
  4. Feedback: Chats in slack, widget or standalone link can be voted with thumbs up or down. Here you can see aggregated numbers of reviews.
  5. Escalation: Yes/No
  6. Reference links: Yes/No (Show replies which got a reference link)

Step 1 screenshot

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4. Graphic respresenatation of data

This section visually depicts information through charts and graphs to facilitate easier understanding and analysis.

1

Usage per day

Number of conversations per day Step 26 screenshot

2

Category

Step 27 screenshot

3

Usage by source

Step 28 screenshot

4

Usage by channel

Step 29 screenshot

5

Chats solved by Fini

Step 30 screenshot

6

Resolution rate

% of responses completely handled by Fini per day Step 31 screenshot

7

Associated content in Knowledge base

Step 32 screenshot

8

Reference links rate

% of responses with associated KB content per day Step 33 screenshot

9

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. Step 35 screenshot

10

Feedback rate

% of responses with positive/ negative feedback per day Step 34 screenshot

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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!