Virtual Agent [v4.7.1]

For versions:4.7.1
  • Login as ‘Supervisor‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page,
  • Select the ‘Analytic” menu and then on the dropdown menus select the ‘Live Agent‘,

Bot Overview

First, select Bot to display the bot overview data.

Field component explanation :

ComponentDescription
User Message HeatmapTo display graphical representations of user messages based on time (Hours and Days), where the values ​​contained in the matrix are presented as colors.
Total MessagesThe line graph indicates how many message from all users (new users and old users) for the past month.
Total UsersThe chart indicates how many users (old users) accessed the bot for the past month.
Bot MessagesThe blue line graph indicates how many message conversations between users and bots for the past month.
Customer MessagesThe green line graph indicates how many messages from all users (new users and old users) for the past month.
Total EngagementTotal number of times a user interacted with a bot based on knowledge.
Intent Databehavioral information collected about an individual’s online activities, combining both topic and context data based on knowledge.
Intent ScoreTotal percentage bot recognize the intention that is enter by the customer based on knowledge.

Intent Data

  • to download intent data users, select module and click icon ‘Intent data‘,
  • 3Dolphins will direct you to the list of intent data users. For example, click ‘Download Users’ button.
  • If download data intent fallback is success, file will display in excel file format such as below.

Intent Score

  • to view intent score, select module and click icon ‘Intent score‘,
  • 3Dolphins will direct you to the list of intent score,

Bot Engagement

First, select Bot to display the bot engagement data such as below.

Field component explanation :

ComponentDescription
Active UsersThe line graph indicates how many active users (old users) who have previously accessed the bot at a certain date.
New UsersThe chart indicates how many new users (users who have never accessed the bot) at a certain date.
Bot Channel PopularityThe line graph indicates which line color represents each channel of users used.
Customer Word of CloudThe words that are frequently asked by customers.
Bot Word of CloudThe words that are often used by bots to answer of customer question.

Business Service

The function of the business service feature is to display the percentage of dialog that is most often hit or access to the back end of the total dialog that is available.

First, select Bot to display the business service data, such as below.

Intents Fallback

First, select Bot to display the intents fallback data.

Field component explanation :

ComponentDescription
Domain FallbackThe line graph indicate how many bot response failure based on the FAQ Knowledge for the past week.
Dialog FallbackThe line graph indicate how many bot response failure based on the Dialog for the past week.
Intention typeThe pie graph indicates how many bot response failure based on intention type.
Table Intents FallbackThis table displays all words that are not yet known by bots based on the bot names, intent type, channel type, user names, fallback intent and messages.
  • To download data intent fallback, click the ‘Download XLS button or click ‘Download CSV‘ button. For example, click ‘Download XLS’ button.
  • If download data intent fallback is success, file will display in excel file format such as below.

User Transaction

The function of the user transaction feature is to display user transaction data, such as daily transaction statistics, pie chart items that are most often purchased by customers, pie chart types of payment that are most often used by customers and total transactions.

First, select Bot to display the user transaction data.

Field component explanation :

ComponentDescription
Domain FallbackThe line graph indicate how many bot response failure based on the FAQ Knowledge for the past week.
Dialog FallbackThe line graph indicate how many bot response failure based on the Dialog for the past week.
Intention typeThe pie graph indicates how many bot response failure based on intention type.
Table Intents FallbackThis table displays all words that are not yet known by bots based on the bot names, intent type, channel type, user names, fallback intent and messages.
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