AI Conversations Dashboard
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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
Video Tutorial
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 interaction 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.
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.
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).
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.
Number of AI-Conversations
Displays the total number of AI-Conversations.
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.
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.
The first selected time period is visually represented with a bigger number.
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 interactions and conversations
Interaction longer than 30 minutes
A user starts an interaction with a bot at 2:00 pm. During this interaction , the user sends several requests to the bot.
The interaction continues until the bot responds to the last request at 2:40 pm.
Interaction details:
2:00 pm: Start of the interaction
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 interaction 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 interaction exceeded the 30-minute limit
Cost calculation:
Since the interaction lasted more than 30 minutes, it is considered as two conversations:
First conversation: 2:00 - 2:30 p.m.
Second conversation: 2:30 p.m. - 2:40 p.m.
Thus, the cost will be calculated as two separate conversations, despite the total number of requests being less than 15.
Interaction shorter than 30 minutes and with less than 15 requests
A user starts an interaction with a bot at 3:00 pm. During this interaction , the user sends several requests to the bot. The interaction ends at 3:20 pm.
Interaction details:
3:00pm: Start of the interaction
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 interaction 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 interaction has not exceeded 30 minutes and the number of requests is less than 15, the cost will be calculated as a single conversation
Extended Interaction on 2 days
Interaction 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 interaction (2ª bot answer).
Analysis:
The interaction 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 interaction lasted more than 30 minutes, it is divided into two conversations:
First conversation: 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 conversation: 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 conversation is considered completed after 30 minutes from the start of the first request, the cost will be calculated as two conversations