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\uD83D\uDCCB What's about?
AVAILABLE FROM VERSION 3.46.1
The AI Conversations dashboard allows you to track data on AI managed conversations across all channels and bot providers currently supported (AWS Amazon Lex, Google Dialogflow V2 and OpenAI ChatGPT).
With this tool you can analyze the volume of AI usage in your contact center, with the ability to filter by channel, time period, and other criteria.
Requirements
AI Conversations Dashboard is available only for Administrators
You need to configure a Cloud Provider among those currently supported (AWS Amazon Lex, Google Dialogflow V2 and OpenAI ChatGPT) and use a bot in your project
Starting February 1st, the AI billing will be based on the data displayed on this dashboard, in particular on the number of AI-Conversations.
For more details, please refer to the Billing page
AI-Conversation vs AI-Interaction
On the Dashboard you will find the terms AI Interaction and AI Conversation.
For AI-Interaction we refer to any type of interaction in which the bot is used (from the beginning of the conversation until the end).
An AI-Conversation is defined as a series of related requests from a single customer/end-user interacting with any available bot provider (AWS Lex, OpenAI, ChatGPT, Dialogflow V2). AI conversation is the part of interaction, limited to 15 requests or 30 minutes, whichever it reaches first (if a session has 16 requests, il will be counted as 2 conversations. After 30 minutes from the start time, a conversation is considered complete.
The term request refers to any call to the bot provider, regardless of the channel used
Filters and Export
At the top of the dashboard, you will find the various filters that you can configure to view the data of interest.
Additionally, there are three buttons available:
Clear Filters: resets the filters and restores the default view
Refresh: updates the data based on the applied filters
Export as CSV: allows you to download the data in CSV format.
Important: After applying a filter, always remember to click the refresh button to view the new data.
Time interval
This option allows you to define a specific time period to filter the data.
You can also optionally select a second time period using the calendar on the right to get comparison graphs and counters.
You can select and analyze the data for a maximum range of one month and a minimum range of 4 days
Channels
You can filter the data by one or more channels of interest:
Voice
Chat
Open Channel
SMS
WhatsApp
Accounts
You can filter the data by selecting one or more accounts from the list, which is organized by channel (except Voice channel).
The "Uncategorized" label is used to group interactions that are not associated with an account, for example because the account was deleted.
Voice filters
In case of Voice channel you can filter data by selecting the call type (inbound, outbound, internal, dialer), the outbound numbers and inbound numbers from the lists.
🔢 Counters
In the counters section, you can find information on the total number of AI conversations, AI interactions and the Average AI-Conversations per Interaction.
The data you see depends on the filters you have applied. Remember that if you make any changes to the filters, you need to click the refresh button to view the updated data.
Number of AI-Conversations
Displays the total number of AI-Conversations.
This number will be considered for the AI monthly billing. See examples here
Remember that AI-Conversation is limited to 15 requests or 30 minutes
Number of AI Interactions
Displays the total number of AI-Interactions.
Average AI-Conversations per Interaction
Shows the average number of conversations per interaction (conversation/interactions ratio).
📊 Charts
In the charts section, you can find the AI-Conversations per Channel and AI-Conversations per Channel Overtime graphs.
The data you see depends on the filters you have applied. Always remember that if you make any changes to the filters, you need to click the refresh button to view the updated data.
AI-Conversations per Channel
The chart shows the number of AI-Conversations for each specific channel, based on the selected filters.
AI-Conversations per Channel Overtime
This chart shows the comparison of AI-Conversations for each channel over time, based on the selected filters.
By hovering a specific point on the lines in the chart, you will see an overlay with the data and the number of conversations at that moment.
🔎 Comparison View
The dashboard also allows you to analyze AI usage by comparing two different time periods.
Inside the Counters, two numbers will be shown, corresponding to the values of the two selected time periods for comparison.
You can see the percentage difference as well.
The chart AI Conversations per Channel displays a comparison between the two selected periods for each specific channel in a histogram. The first selected time period is visually represented with a darkest color. Hovering your mouse over the bar will display information about the number of interactions and the comparison percentage.
The chart AI Conversations per Channel Overtime shows the comparison of number of conversations for each channel, between two selected periods. When hovering a specific point on the lines in the chart, an overlay will display the exact dates being compared, the number of conversations during those periods, and the percentage difference between the compared periods. The first selected time period is visually represented by a solid line.
💬 Scenarios of AI conversations
➡️ Conversation longer than 30 minutes
A user starts a conversation with a bot at 2:00 pm. During this conversation, the user sends several requests to the bot. The conversation continues until the bot responds to the last request at 2:40 pm.
Conversation details:
2:00 pm: Start of the conversation
2:05-2.40 pm: User sends 7 requests, one every 5 minutes and at 2:40pm the bot answers to the last request
Analysis:
The conversation lasted 40 minutes
Even if the number of requests sent is only 7 (thus less than the limit of 15 requests), the duration of the conversation exceeded the 30-minute limit
Cost calculation:
Since the talk lasted more than 30 minutes, it is divided into two sessions:
First session: 14:00 - 14:30
Second session: 2:30 p.m. - 2:40 p.m.
Thus, the cost will be calculated as two separate sessions, despite the total number of requests being less than 15.
➡️ Conversation shorter than 30 minutes and with less than 15 requests
A user starts a conversation with a bot at 3:00 pm. During this conversation, the user sends several requests to the bot. The conversation ends at 3:20 pm.
Conversation details:
3:00pm: Start of the conversation
3:02-3.20pm: User sends 6 requests, one every 3 minutes and at 3:20pm the bot answers to the last request
Analysis:
The conversation lasted 20 minutes, so less than the 30-minute limit.
The number of requests sent is 6 (thus less than the limit of 15 requests)
Cost calculation:
Since the conversation has not exceeded 30 minutes and the number of requests is less than 15, the cost will be calculated as a single session
➡️ Extended Conversation on 2 days
Conversation details:
12:00pm (Day 1): User sends the first request
12:01pm (Day 1): Bot answers (1ª bot answer).
12:00pm (Day 2): User sends the second request (24 hours later).
12:01pm (Day 2): The bot answers with the requested information and closes the conversation (2ª bot answer).
Analysis:
The conversation extends for more than 24 hours (from 12:00 on day 1 to 12:01 on day 2) exceeding the 30-minute limit
Cost calculation:
Since the conversation lasted more than 30 minutes, it is divided into two sessions:
First session: it starts at 12pm on day 1 and it includes the initial interaction (first user request and bot response).
It ends at 12:30pm on day 1 (after 30 minutes).Second session: it starts at 12:00pm on day 2 with the second user request and bot answer
It ends at 12:30pm on day 2 (after 30 minutes).
Since each session is considered completed after 30 minutes from the start of the first request, even if there are no other requests within that period, each interaction is considered as a separate session.