Analytics & Reports
ViViDlyPro tracks everything your bot does and presents it in easy-to-read charts and tables.
Key Metrics Explained
Total Messages — Total inbound + outbound messages in the selected period.
Conversations — Unique customer threads (one customer = one conversation even if they send many messages).
Bot Response Rate — The % of inbound messages answered by the bot (vs escalated to humans). Aim for 80%+.
Average Response Time — How long (in seconds) the bot took to respond. The AI should be under 5 seconds.
Escalation Rate — % of conversations handed off to a human agent. A high rate means your Knowledge Base needs more content.
Top Questions — The most frequent things customers ask your bot. Use this list to improve your Knowledge Base.
Viewing Reports
- Go to Analytics in your dashboard.
- Use the date range picker to select a time period.
- Switch between WhatsApp and Instagram DM tabs.
Exporting Reports
- Click Export on the Analytics page.
- Choose CSV (for spreadsheet) or PDF (for presentation).
- Select your date range and click Download.
Using Analytics to Improve Your Bot
- High escalation rate → Review top unanswered questions and add them to your Knowledge Base.
- Low response rate → Check if your WhatsApp/Instagram integration is active and the Knowledge Base isn't empty.
- Spikes in volume → After a promotion or event, check which new questions arose and add answers.