Creating dashboards

Learn to construct powerful data visualizers for monitoring key metrics in your NLX workspace

Check out the quick start guide for setting up a dashboard in minutes.

Using templates

For your convenience, templates are available to use or easily build from. Simply start by selecting the + Add dashboard link:

• Enter name of dashboard

• Select a template

• If needed, modify panels by hovering & selecting from the icons that appear (edit, duplicate, remove)

• When done, click Save

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Analytics templates

Expand to read a description and panel setup of each template:

Overview template

Overview provides general traffic data on your bot. If a system Analytics tags has been added to nodes in your intent flows, stats on these will also appear.

Panels included:

• All conversations: Displays the total number of all conversations; a conversation is defined as a single interaction session between bot and user

• All messages: Displays the total number of all messages sent by users

• Traffic: Provides a graph that shows the number of conversations for each of the days defined in the From/To filter fields

• Three analytics system tags labeled Automated conversations, Helpful conversations, and Not helpful conversations. Each gives a percentage for the metric and, below it, the aggregate ratio that led to the calculation of that percentage. The numerator in the ratio is the number of conversations or messages (depending on the data being calculated) that apply to that metric, while the denominator is the total number of conversations or messages. These analytics are based on tagging. Implementing tags in various places within an intent flow allows you to determine whether the conversation was helpful or not helpful (or -- if they successfully completed it -- automated) to the user based on where that user ends up in the conversation/intent flow

  • Automated conversations: Displays the percentage of conversations that were successfully concluded — not escalated or abandoned. This occurs when the user successfully reaches a point in the conversation tagged with the Automated system tag

  • Helpful conversations: Displays the percentage of conversations the user felt were helpful. This occurs when the user reaches a point in the conversation tagged with the Helpful system tag

  • Not helpful conversations: Displays the data for conversations that were unhelpful to the user. Again, this metric is the result of the user successfully reaching a point in the conversation tagged with the Not helpful system tag

Performance template

Performance monitors response times and operations of your API integrations; specifically, it provides a view into the performance of your Actions and Data requests.

Panels included:

• Action invocations: The number of times an action is invoked

• Action success rate: The rate determined by the number of times an action is invoked and successfully executed

• Action response times: The average time it takes for an action to be invoked and executed

• Performance by action: The average response time (seconds) and the success percentage for each action

• Data request invocations: The number of times a data request is invoked

• Data request success rate: The rate determined by the number of times a data request is sent and successfully retrieved

• Data request response times: The average time it takes for a data request to be responded to

• Performance by data request: The average response time (seconds) and the success percentage for each data request

User experience template

User experience focuses on how your users are experiencing a bot.

Panels included:

• Intents recognized: The percentage determined by how many times the bot is successfully able to route the user to the correct intent

• Avg NLP confidence score: The confidence level that the NLP has understood the users' utterances and has directed them to the correct intent

• Dropoff rate: Percentage determined by how many times a user drops off after calling into the bot before being routed to any intent

• Escalation rate: Percentage determined by how many times the bot escalates the user because it is not able to route the user to the correct intent

• Trending phrases: The utterances that are frequently said by users to the bot, the number of times it has occurred, and whether it is trending up or down in the given time period

• Intent performance: The average confidence score and number of conversations that have been routed to that intent

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Custom dashboards

To create your own dashboard of tracked metrics and chosen charts, start by clicking the + Add dashboard link:

• Enter name of dashboard

• Click + Add panel button; repeat as needed

• Hover on panel > Choose edit icon

• Enter a name for the panel & description of what it tracks

• Select visual Chart type > Choose from compatible metrics for chosen chart

• When done, click < Back to panels link to edit other panels or select Save

Did you know?

When editing a panel, a checklist is conveniently provided on the right to indicate the setup requirements of your selected Chart type.

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Edit a dashboard

To edit an existing dashboard in Analytics, tap the Edit dashboard link:

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Chart type

Chart	Description	Example
Value	Displays a single numerical output of a chosen metric	Sum of all Data requests invoked
Gauge	Displays a numerical value of a chosen metric against its maximum range	Sum of successful SMS actions sent against the range of all SMS actions sent
Funnel	Displays stages of a metric as it filters downward	Sum of all Conversations filtered by language (Stage 1) then a specific intent (Stage 2) then an analytics tag (Stage 3)
Pie chart	Displays numerical proportions of a chosen metric within a selected group	Data requests invoked as the chosen Metric and Data request as the selected Grouping for showing all data requests created in the workspace with their proportions when triggered in conversations
Bar chart	Displays vertical columns of the values of one or more chosen metrics over time	Sum of conversations through voice channels versus conversations through chat channels (using filters), set to a time interval of each day
Line chart	Displays changes in the values of one or more chosen metrics over time	Sum of Data requests invoked that have timed out (using filters with analytics tags applied to timeout nodes), set to a time interval of every hour
Box plot	Displays the median value of a chosen metric along the range of its captured minimum and maximum values	Median value of Action response times (in seconds) displayed within its range of min and max values
Table	Displays one or more chosen metrics in rows and columns. Rows are auto-generated based on the Grouping type selected in Column 1 of your table	Sum of conversations occurring with bots and subsequent columns showing the sum of conversations occurring in different cities (using filters)

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Theme

⚫ Neutral: Provides data visualization of the panel in a black scheme

🟢 Success: Provides data visualization of the panel in a green scheme

🔴 Error: Provides data visualization of the panel in a red scheme

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Metric

Not able to select the metric you want when editing a panel? You may need to adjust your chosen Chart type for compatibility.

📊 Make information visible from an external data source using the Table chart's Webhook.

Metric	Description
Actions invoked	Total number of Actions triggered during user conversations
Percentage of successful actions	Percentage of Actions triggered that were resolved during conversations
Actions response time	Length of time Actions took to resolve when triggered during conversations
Conversations	Total number of sessions initiated between bot and user
Time spent per conversation	Length of time (displayed in seconds) of a conversation session between bot and user
Intents detected	Total number of intents users were directed to
Intents detected without input	Total number of intents users were directed to without use of a User input node
Intents invoked	Total number of times the bot tried to locate the correct intent
Time spent per intent	Length of time (displayed in seconds) users experienced an intent flow
Voice+ scripts	Total number of Voice+ experiences triggered in conversations by Voice+ nodes
Number of steps per Voice+ script	Number of Voice+ steps triggered by users in Voice+ experiences (may choose aggregation: Min, Max, Avg, Sum)
Time spent per Voice+ script	Length of time (displayed in seconds) users were engaged with a Voice+ experience (may choose aggregation: Min, Max, Avg, Sum)
Lifecycle hooks invoked	Total number of Lifecycle hooks triggered during user conversations
Knowledge base confidence score	Median confidence level of LLM when matching user queries to Knowledge base articles
Knowledge base invoked	Total number of times a knowledge base was invoked during user conversations
Knowledge base response time	Length of time for a response to be matched and relayed to a user
Messages per conversation	Average number of user messages sent to a bot per conversation session
Messages	Total number of user messages sent to a bot
Confidence score	Median confidence level of NLP for understanding users' utterances when matching them to an intent
Time spent per node	Length of time (displayed in seconds) users spent on individual nodes that make up intent flows
Phrase occurrences	List of captured user phrases and their total occurrences
Phrase trends	Percentage increase or decrease of phrase occurrences for a selected time interval
Response time	Length of time (in seconds) all API resources took to resolve when triggered during conversations
Users	Number of unique users to initiate a conversation
Data requests invoked	Number of Data requests triggered during user conversations
Percentage of successful data requests	Percentage of Data requests triggered that were resolved during conversations
Data requests response time	Length of time Data requests took to resolve when triggered during conversations

Check Formulas & multi-metrics for advanced calculations to apply.

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External analytics

To display data from an external data source, begin by creating or editing an analytics dashboard:

Integrating an external data source is only available through the Table chart type.

• Add or edit a panel from your dashboard

• Set Chart type to Table

• Select Webhook as the Data source > Choose External for Type

• Enter the URL of the endpoint (your endpoint must respond with a status code and string body of the data in CSV format)

• Click Save

Sample payload:

{          
  statusCode: 200,
  body: JSON.stringify("one,two\n1,2\n3,4\n5,6")
};

Optional

• Use placeholders startTimestampExtended and endTimestampExtended in the URL field to pass the start and end timestamps from the dashboard to the endpoint request

• Add one or more headers > Include name/value pair

• Toggle Sensitive setting on to redact information from Event logs

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Aggregation

• Min: Displays the minimum value of the chosen metric

• Avg: Displays the average, or mean, of the chosen metric

• Max: Displays the maximum value of the chosen metric

• Sum: Displays the total value of the chosen metric

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Filters

Filters allow you to include or exclude specific resources or criteria from your data:

• Navigate to your Analytics dashboard > Hover on panel > Choose edit icon

• After selecting Chart type & metric, expand the Filters section

• Specify whether to include/exclude resources from data displayed

• When done, click Save

When adding more than one item to include or exclude from your dataset, the following toggle setting is made available:

• Any: Returns data if at least one item from the list is present in a conversation

• All: Returns data if all items from the list are present in a conversation

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Private/Public visibility

Each analytics dashboard created in a workspace may be set to one of two visibility settings:

• Public: Visible to all who access the workspace

• Private: Visible only to the creator of the dashboard

Dashboards made Public cannot be made Private later.

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Setting up alerts

Alerts allow you to specify individuals that should receive emailed notifications when a particular metric's value is triggered:

• Navigate to an Analytics dashboard > Hover on panel > Choose bell icon

• Enter trigger criteria & the period of time over which the alert will continually be checked in 5-minute intervals

• Select subscriptions to receive email notifications. Need to set up a subscription? See Subscriptions

• When done, click Create alert

Optional

• Region: Choose between Global or European Union, if applicable to your bot's deployment

• Hours of operation: By default, alerts may be sent any time of day, Sunday through Saturday. You may adjust these settings to correspond with business hours, or to specify different subscribers for different intervals of the day

To delete an alert, tap the bell icon > select the alert > click the Delete alert link. You may also remove it via the Notification manager.