Dashboards enable you to perform a detailed analysis of Service Bots and Self Help projects using KPIs.

• They are generated in Tableau format, thus enabling interaction with the data displayed.
• They are created based on the criteria of an extraction profile. The extraction profile defines the data extraction scope for Self Help projects and the type of data to be included in the report, e.g. procedure instance data, search history, etc.
• You can filter data by period, domain, Self Help project or user group.
• You can apply dynamic filters by clicking one of the elements in charts. They are used to filter the entire dashboard based on the selected value.

Notes

• To generate dashboards, you must first create an extraction profile for the relevant dashboard.  See the procedure
• Dashboards are designed in responsive mode and will automatically adapt the display to the resolution of the device used.

Caution

• To modify the dashboard template, a monthly subscription to the Tableau software is required. The Tableau Reader software only enables you to view and manipulate reports.
        Download Tableau Reader

Best Practice

• Click  at the top left of the dashboard to display help pages specific to KPIs.

Default template dashboard

This dashboard displays a summary of the 11 main KPIs used to evaluate Self Help projects. It displays an End User view on procedure instances and a Writer view on the writing of procedures.

End User view

Information displayed in the top half of the dashboard

• (1) Total number of procedures executed by year, month (default value), week or day.
• (2) Escalation rate: Breakdown of tickets created via user journeys by status.
• (3) Number of procedures executed by category.
• (4) Total number of procedures executed for a given period. Average duration of user journey executions.
• (5) Top five most frequently executed procedures for a given period by user group.
• (6) Breakdown of procedures with positive or negative feedback (Note: Procedures without feedback are those that are interrupted before the satisfaction survey appears).
• (7) Average number of steps executed during user journeys.
• (8) Top five most frequently interrupted procedures for a given period.

Writer view

Information displayed in the bottom half of the dashboard

• (9) Number of procedures published by category (level 1 project folders).
• (10) Number of procedures published for the project and average interval since the last publication.
• (11) Average number of procedure steps by category.

Execution dashboard

This dashboard displays two separate views.

Overview of the activity view

This view provides an overview of a customer project via the associated Self Help projects, e.g. total number of executions, by display channel or top five most popular journeys, for a given period.

Multi-agent project view

This view helps you coordinate customer projects that use virtual agents by providing an analysis of the associated Self Help projects, e.g. number of unique users by virtual agent or number of procedure instances, for a given period.

Search dashboard

This dashboard helps you analyze and improve the relevance of searches run by virtual agents associated with Self Help domains using KPIs, e.g. number of searches run by the virtual agent during a given period or top ten user searches that return more than ten procedures.

It also displays the list of user searches for three types of virtual agent response: Misunderstanding, Rephrase and Direct response. 

Procedures

How to generate a dashboard

You generate a dashboard by running an extraction profile.

      See the procedures:

• How to execute an extraction profile immediately
•  How to schedule an extraction profile

How to consult a dashboard

Step 1: Download the dashboard

1. Select Reports & Analytics > Extraction profiles in the Online Studio menu.

2. Click the report you want to view.

Report details will appear in the right pane.

3. Click  (Export) in the top banner.

The dashboard will be generated in TWBX format.
 

Step 2: Consult the dashboard

1. Open the file you just downloaded to your workstation.

The dashboard will be displayed in Tableau Reader.

2. (optional) You can narrow the data extraction scope.

• Click Filters <<.
• Define your criteria, i.e. period, group and Self Help project.
           

3. (optional) Click different elements in charts to filter data for the entire dashboard based on the selected value.