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Global Metrics

The Global Metrics section provides an overview of chatbot performance within the Reports menu

You can filter the data by date range, channels, and properties.

Conversations Overview

This section shows key conversation performance indicators:

  • Active Conversations: Total number of conversations.

  • Requests to Chat with Staff: Number of conversations transferred to the Console (Inbox menu) to be handled by agents.

  • Automation Rate: Percentage of conversations resolved without staff intervention.

  • Replied Conversations: Number of transferred conversations that were answered by agents.

Conversations Evolution

Displays conversation trends over time in a graph, viewable by day, week, or month.

You can hover over the graph to see detailed information.

 

Channels

Type of Channel: The channel through which the user initiated the conversation.

Dynamic graph: hover your mouse to obtain more information

Channel: The specific source where the conversation started.

Engagement

Bookings

Number of bookings made after users interacted with the pre-stay chatbot.

Booking Amount

Total revenue generated from these bookings.

Note: This is an approximate converted value. For exact amounts in the original currency, refer to the Bookings by Property table.


Note: This is an Approximate converted value. For the exact amounts in the original currency, please refer to the Bookings by Property table

Bookings: Automated vs Agents

Booking metrics are divided between:

  • Bookings generated by the chatbot
  • Bookings recorded by agents

Reminder: Agents must record bookings made manually within the conversation. Click here to learn more.

Reminder: It is important for the agents to record the bookings made by agents inside of the user conversation. Click here to learn more.

Bookings by Property

Detailed booking data grouped by:

  • Property
  • Channel
  • Currency (as registered when the booking pixel was triggered)

Tags

Shows tags applied to conversations, either automatically or manually.

  • Tags are automatically assigned based on the conversation flow.
  • Tags can also be added or removed within a conversation (depending on your plan).

Requests

Displays the total number of requests, categorized by request type.

Frequently Asked Questions (FAQs)

Shows how many times a topic was identified by the chatbot in user conversations.

You can:

  • View data globally
  • Filter by property (if applicable)

Important: If a frequently asked topic does not have an automatic reply, it is essential to add a complete response in the Chatbots Menu. This helps increase automation rates and improves user satisfaction.

 

Properties Breakdown

If your company has multiple properties, this section shows performance per property.

You can analyze performance by property: 

  • Active Users: Number of users who selected each property.

  • Automation Rate: Automation performance per property.

  • CSAT Chatbot: User feedback on chatbot performance per property.

  • Chatbot CSAT Replies: Number of users who submitted feedback.


Pre-Stay

Widget Countries

Distribution of conversations based on the user’s IP location on the website widget.

Widget Referral URLs

The webpage URL the user was visiting when the conversation started (widget only).

Widget Devices

Types of devices where the website widget was loaded.

Dynamic graph: hover your mouse to obtain more information

Widget Campaigns

You can use the website widget to create promotional or informational campaigns.

Reminder: You can use the website widget to create promotional/informative campaigns. Click here to learn more

  • Widget Active Campaigns: Number of campaigns active during the selected period.

  • Total Campaign Clicks: Total clicks across all active campaigns.

  • Impressions: Total times a campaign was displayed.

  • Unique Impressions: Number of unique users who viewed the campaign.

  • Clicks: Total number of clicks per campaign.

  • CTR (Click-Through Rate): Clicks divided by unique impressions.

  • Clicks – Button 1 / 2 / 3: Clicks per campaign button (if applicable).


Customer Satisfaction

Measures how satisfied users are with chatbot performance.

Chatbot CSAT Score

Overall satisfaction with automated support.

CSAT Breakdown

Distribution of satisfaction scores.

Chatbot CSAT score weekly evolution

Weekly trend of chatbot satisfaction.

In-Stay / Whatsapp

  • Campaigns Sent: Total number of campaigns delivered.

  • Total Conversations: Total conversations generated.

  • Automation Rate: Percentage of conversations resolved without staff intervention.

  • Requests to Chat with Staff: Number of conversations transferred to agents.


Campaigns

Breakdown of campaign performance, including sent, read and delivered campaigns.

Online check-ins completed

If the online check-in form is provided by HiJiffy, you can track the total number of completed check-ins and check-ins per property