Reports: Overview

Access to reports is restricted to agents with “Admin” or “Supervisor” permissions.

The Reports section provides powerful insights to help you improve performance, offering a clear view of both chatbot effectiveness and team performance, along with valuable user data.

To access reports, log in to the Console and navigate to the “Reports” section in the main menu.

Reports Sections

Within the Reports menu, you’ll find three tabs:

Global Reports
Aplysia 3 Insights
FAQ Insights

Global Reports

The Global Reports tab is divided into two sections:

Global Metrics

This section focuses on chatbot performance, particularly automated conversations. It also includes additional insights about user behavior and engagement.

Team Metrics

This section highlights your team’s manual performance, tracking how agents handle conversations from the moment they are opened, along with related performance indicators.

Aplysia 3 Insights

The Aplysia 3 Insights tab provides real-time analytics on your chatbot’s knowledge performance, tracking response accuracy, user engagement, and unanswered topics to optimize interactions and enhance chatbot quality.

This tab is only relevant if you are using an Aplysia 3 chatbot^*.

FAQ Insights

The FAQ Insights tab offers smart insights to help you improve customer support by understanding how the chatbot manages your FAQs.

This tab is relevant only if you are using an AplysiaGen chatbot^*.

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How to check your chatbot type:

Go to the Chatbot menu
Select any configured chatbot
Locate the “Chatbot Type” field