The Customer Journey dashboard provides insights into the past week. It allows you to easily view what interactions took place in a session and see exactly where you might be able to optimize your chatbot.

In this dashboard you can:

• See the number of sessions over the past week
• View the average duration of a session/average handling time of a conversation
• Apply filters on sessions containing dialogs, events, if feedback was provided, and user-input
• Inspect all the interactions for a given session identifier (right click to drill-in)

The dashboard contains filters which allow you to filter journeys on feedback, dialogs and events which you can select from a drop-down menu. Once a filter is selected, the dashboard data will update to reflect the data for the selected filter. 

You can also filter the dashboard on questions containing specific search terms (with or without an exact match) or a session identifier using the session ID from interaction logs. 

One useful way to utilize this dashboard is to identify through a single session where improvements can be made to optimize your customers journey. For example, sort the data in the session overview widget to show journeys that left negative feedback, or had a high number of dialog drop-outs. You can right-click on the original session identifier to drill into the session to view the entire journey.

Here you'll see the end users interactions with your chatbot from start to finish, and possibly be able to identify where something went wrong.

Questions Answered via Generative AI