Dashboard

The dashboard tab provides real-time data on customerClosed The person on the other end of an interaction. conversations, messages, and intentsClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. At a glance, you can track how your botClosed A software application that handles customer interactions in place of a live human agent. is doing and identify specific areas for improvement.

To view your dashboard:

  1. In CXone, click the app selector and select Bot Builder.

  2. Click the bot you want to work with.
  3. Click Insights icon, which looks like a line graph. in the left icon menu.
  4. Click the Dashboard tab.
    An example of the Dashboard tab, showing several widgets.

On the Dashboard tab, you can:

Widgets

The Dashboard page has 17 predefined widgets. There are conversation widgets, message widgets, and a tag widget. Some display a numerical metric and some display charts.

For each widget, you can either click any data point or click Show Conversations icon, an arrow pointing right, surrounded by a box. to create a search query that shows all relevant conversations. When viewing the query, you can click Manage Search Magnifying Glass icon representing 'manage search' and enter a name for the query to save it for future use.

Numerical Metric Conversation Widgets

  • Conversations: The total number of conversations handled by the bot.
  • Active conversations: The total number of conversations that are currently being handled by the bot.
  • Abandoned conversations: The total number of conversations that have only one inbound (customerClosed The person on the other end of an interaction.) message and are older than one hour.
  • Escalated conversations: The total number of conversations that have been escalated to a live agent.
  • Unique customers: The total number of unique customers that have interacted with the bot.
The first row of widgets on the Dashboard page, each displaying numeric data about conversations.

Chart Conversation Widgets

  • Conversations in time: Compares the evolution of all conversations. The data is split into active, abandoned, and escalated conversations.

    The X-axis is the timeline. The Y-axis is the number of conversations.

    For this widget, you can:

    • View as a line chart icon, showing a line going up and down like on a chart.. The line represents the total number of conversations.
    • View as a bar chart icon, showing three bars of different heights, like on a chart.. Each bar is split into active, abandoned, and escalated conversations.
    • Stack the data icon, showing squares stacked.. This view displays the active, abandoned, and escalated bars on the same vertical plane.
    • Restore the default chart view icon, showing two arrows forming a circle..
    • Download the current chart view as an image icon, one arrow pointing down to a container..
    • Configure the timeline for the X-axis. Click Options icon, represented by three horizontal dots., then click Configure. For Split date range by, you can select Hour, Day, Week, Month, or Year. The default is Day.

  • Conversations breakdown: Compares conversation types. The data is split into Active, Abandoned, and Escalated conversations. The data in this pie chart correlates to the data in the numerical metric widgets of the same names.

  • Conversation length: Shows how many conversations have the same number of inbound (customerClosed The person on the other end of an interaction.) messages.

    The X-axis is the number of inbound messages. The Y-axis is the number of conversations that have each number of messages.

    For this widget, you can:

    • View as a line chart icon, showing a line going up and down like on a chart.. The line represents the total number of conversations.
    • View as a bar chart icon, showing three bars of different heights, like on a chart.. Each bar is split into active, abandoned, and escalated conversations.
    • Stack the data icon, showing squares stacked.. This view displays the active, abandoned, and escalated bars on the same vertical plane.
    • Restore the default chart view icon, showing two arrows forming a circle..
    • Download the current chart view as an image icon, one arrow pointing down to a container..
The second row of widgets on the Dashboard page, each displaying chart data about conversations.

Numerical Metric Message Widgets

The third row of widgets on the Dashboard page, each displaying numeric data about messages.

Chart Message Widgets

  • Messages in time: Compares how many messages there were over time. The data is split into inbound, outbound, and total messages.

    The X-axis is the timeline. The Y-axis is the number of messages.

    For this widget, you can:

    • View as a line chart icon, showing a line going up and down like on a chart.. Each line represents either inbound, outbound, or total messages.
    • View as a bar chart icon, showing three bars of different heights, like on a chart.. Each bar represents either inbound, outbound, or total messages.
    • Stack the data icon, showing squares stacked.. This view displays the inbound, outbound, and total bars on the same vertical plane.
    • Restore the original chart view icon, showing two arrows forming a circle..
    • Download the current chart view as an image icon, one arrow pointing down to a container..
    • Configure the timeline for the X-axis. Click Options icon, represented by three horizontal dots., then click Configure. For Split date range by, you can select Hour, Day, Week, Month, or Year. The default is Day.
  • Intent breakdown: Compares classified intentsClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. Each section of the pie chart represents a different intent and shows how many inbound messages were classified for that intent. An additional section shows misunderstood messages, which are messages that used NLU Fallback.
  • Top 15 intents: Shows the inbound message count for the top 15 classified intents.

    The X-axis is the intent name. The Y-axis is the number of messages with that intent.

    For this widget, you can:

    • View as a line chart icon, showing a line going up and down like on a chart.. The line represents the total number of messages.
    • View as a bar chart icon, showing three bars of different heights, like on a chart.. Each bar represents a different intent.
    • Stack the data icon, showing squares stacked.. This view displays the different data points on the same vertical plane.
    • Restore the original chart view icon, showing two arrows forming a circle..
    • Download the current chart view as an image icon, one arrow pointing down to a container..
The fourth row of widgets on the Dashboard page, each displaying chart data about messages or intents.

Tags Widget

Tags: Compares how often a tag is applied to a conversation over time.

The X-axis is the timeline. The Y-axis is the number of times a tag was applied to a conversation.

For this widget, you can:

  • View as a line chart icon, showing a line going up and down like on a chart.. Each line represents a tag.
  • View as a bar chart icon, showing three bars of different heights, like on a chart.. Each bar represents a tag.
  • Stack the data icon, showing squares stacked.. This view displays all bars for each X-axis timeline on one vertical plane.
  • Restore the original chart view icon, showing two arrows forming a circle..
  • Download the current chart view as an image icon, one arrow pointing down to a container..
  • Configure the timeline for the X-axis. Click Options icon, represented by three horizontal dots., then click Configure. For Split date range by, you can select Hour, Day, Week, Month, or Year. The default is Day.
The last row on the Dashboard page, that just contains the Tags widget.