Chatbot Engagement
This guide provides deep insights into how users interact with your chatbot across sessions, messages, and resolutions.
ChatBot Engagement – Help Documentation
The ChatBot Engagement tab provides deep insights into how users interact with your chatbot across sessions, messages, and resolutions. These metrics help you understand engagement quality, user behavior, and where human intervention is required.
📊 Metrics & Charts Explained
1. Total Sessions
What it shows:
Total number of chatbot sessions initiated by users within the selected time range.
How to use it:
Identify traffic trends over time
Measure chatbot adoption
Filters available:
Date range
Bot selector
View type: Daily / Weekly / Monthly
2. Unique Users vs Returning Users
What it shows:
Unique Users (Blue): New users interacting with the bot
Returning Users (Green): Users who have interacted before
Why it matters:
Helps measure user retention
Indicates chatbot stickiness and repeat engagement
3. Session Duration
What it shows:
Average duration (in seconds) of chatbot sessions
Insights you can draw:
Longer sessions may indicate deeper engagement
Very short sessions may indicate poor responses or confusion
4. Messages Per Session
What it shows:
Average number of messages exchanged in a single session
Why it’s important:
Higher values often mean stronger engagement
Extremely high values may indicate looping or unresolved intents
5. Escalation Rate
What it shows:
Percentage of sessions escalated from bot to human agent
How to interpret:
High escalation rate → Bot needs better training or coverage
Low escalation rate → Bot is resolving queries effectively
6. Resolution Rate
What it shows:
Percentage of sessions resolved successfully without escalation
Best practice:
Aim for a higher resolution rate to reduce support workload
7. Drop-off Rate
What it shows:
Percentage of users who left the conversation before completion
What it indicates:
High drop-off may mean:
Poor flow design
Long response times
Irrelevant bot replies
FAQs
What is considered a session?
A session starts when a user begins interacting with the chatbot and ends after inactivity or completion of the conversation.
What’s the difference between unique and returning users?
Unique users are first-time visitors, while returning users have interacted with the chatbot before.
Why is my escalation rate high?
This usually means the bot is unable to answer certain queries and is handing them over to a human agent.
How is resolution rate calculated?
Resolution rate is the percentage of sessions successfully completed by the bot without escalation.
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