Analytics & CSAT
The Analytics dashboard gives you a comprehensive view of your chatbot performance, customer satisfaction, and team efficiency.
Accessing Analytics
Navigate to Dashboard -> Analytics. Use the date picker to filter by time range (today, 7 days, 30 days, custom).
Key Performance Indicators (KPIs)
| Metric | Description |
|---|---|
| Total Sessions | Number of conversations in the period |
| AI Resolution Rate | Percentage of conversations resolved by AI without human handoff |
| Avg. Response Time | Average time to first response (AI + human combined) |
| CSAT Score | Average customer satisfaction rating (1-5 stars) |
| Lead Conversion Rate | Percentage of sessions that resulted in a captured lead |
| Handoff Rate | Percentage of sessions transferred to a human agent |
| Avg. Session Duration | Average length of a conversation |
| Messages per Session | Average number of messages exchanged |
CSAT Surveys
Conviro can automatically request a satisfaction rating at the end of each conversation.
Setup
- Go to Dashboard -> Assistants -> Your Bot -> Settings.
- Enable CSAT Survey.
- Choose the trigger: after agent closes, after AI resolves, or both.
- Customize the question text (default: "How would you rate your experience?").
Rating Scale
- 1 star -- Very dissatisfied
- 2 stars -- Dissatisfied
- 3 stars -- Neutral
- 4 stars -- Satisfied
- 5 stars -- Very satisfied
Responses are aggregated in the Analytics dashboard and attached to individual session records.
Sentiment Analysis
Every conversation is analyzed for sentiment (positive, neutral, negative). View sentiment trends in the Analytics overview chart to spot issues early.
Reports & Export
- PDF Export -- generate a branded PDF report for stakeholders
- CSV Export -- download raw data for custom analysis
- Scheduled Reports -- set up weekly or monthly email reports (Growth plan+)
Tips
- Aim for an AI Resolution Rate above 70 % -- if it is lower, improve your knowledge base.
- Monitor negative sentiment spikes -- they often correlate with product issues or knowledge gaps.
- Use CSAT feedback to identify top-performing agents and areas for training.