Users

The users page provides information on the overall users. This page typically includes the user metric details such as the types of them and any other user relevant information.

Figure 1. Users

In the first row, there are four cards that have metrics in number format.

Figure 2. User Dashboard (1st Row)
  • Unique Users: Count of Unique users who have initiated at least one session for the period.
  • Returning Users: Count of returning users who have returned after their first session. The Progress bar indicates the percentage of returning users with respect to total users.
  • User Feedback: Count of feedback received from users. Total number of feedback received from the users for a question/query for which a resolution- has been provided. The Progress bar indicates the percentage of users who gave feedback among the total users.
  • Daily User Interactions: Average count of interactions in a day by users. Total number of times the users have interacted by either clicking an option or typing a message. The Progress indicates the percentage of daily user interactions with respect to total interactions.

In the second row, there are four cards that have metrics in number format.

Figure 3. User Dashboard (2nd Row)
  • Unique users: Count of unique users who had been served with a response.
  • Returning Served Users: Count of Returning served users who have returned after getting response in their first session.
  • Dissatisfied Users: Count of users who gave their feedback dissatisfied.
  • Dropped Users: Count of users who stopped interacting for some reason and dropped-off.

In the third row, there are three cards that contain different types of graphs for representing the data.

Figure 4. User Dashboard (3rd Row)
  • Users: Average count of total users who interacted over a specific period. The graph represents the total number of users in the last 6 months.
  • Use Case Engageement by Outcome: Ways that users exit the conversation.
    • The Human Escalation percentage indicates the number of times that a user's case has been transferred to a human agent.
    • The Abandon Rate percentage indicates the number of users who exit the conversation without providing any feedback.
    • The Ticket Generation percentage indicates the number of users who created a ticket due to an unsatisfactory response. The graph shows the total count of each for the last 6 months.
  • Users/Usecases: The graph shows the comparison between total number of users and the total number of usecases generated in last 6 months.
    • Users:The user can toggle between a graph and a table view. Clicking the "Switch to Table" button transforms the graph into a table format, and clicking again switches it back to the original graph display.
      Figure 5. Switch Table or Switch Graph
    • Users VS Usecase:The user can toggle between a graph and a table view. Clicking the "Switch to Table" button transforms the graph into a table format, and clicking again switches it back to the original graph display.
      Figure 6. Switch Table or Switch Graph
  • In the fourth row, there are two cards named “Unique vs Returning Users and Unique vs Returning Served Users”.
    Figure 7. User Dashboard (4th Row)
  • Unique vs Returning Users: Graph represents the comparison between total number of unique and total number of returning users for specified period.
  • Served Users Unique and Returning: Graph represents the comparison between total number of unique users who had been served with a response and total number of returning users who have returned after getting response in their first session for specified period.

In the fifth row, there is only one card named “Users by Region & Domain card”.

  • Users by Region & Domain: Count of users who have raised queries or questions related to a domain categorized per region.
    Figure 8. Users by Region & Domain (5th row)
In the sixth row, there is only one card named User by Region and Customer.
  • User by Region & Customer: Count of users who have raised queries or questions related to a customer categorized per region.
Figure 9. User by Region Customer (6th row)
In the seventh row there is the Users by Channel and Language
  • User by Channel and Language: Count of users who have raised queries or questions related to a language categorized per channel.
Figure 10. User by Region Customer (7th row)