Dialogs

In the toolbar, click Analytics > Dialogs to go to the dialogs page. Here you can view the dialog list and apply filters using the search block.

Filters

caution

Filters are applied together. Suggested options will depend on the values of the previously applied filters.

You can filter dialogs by:

Date and time

When setting the period, you can select time After or Before the selected date, or else Between two dates. Selecting Any will display sessions and phrases for the entire period.

• Conversation start date and time — the default period is 1 day from the current date.
• Conversation end date and time — the default period is 1 day from the current date.
• Message date and time — the default period is 2 weeks before the current date.

ID

The top 5 results with the maximum number of messages will be displayed when selecting filters by IDs.

• Session ID
• Campaign ID
• Client name — filters sessions and phrases by the specified client name. The telephone number is indicated for the telephone channel.

Message parameters

tip

• Client messages include files, images, and any client’s phrases except /start.
• Empty messages refer to /start messages and all events.
• Empty sessions are sessions that contain only empty messages.
• Class is a state where a client message starts being processed, while state is where the bot generates a response. These may differ if transitions occur.

Filter	Description	Flags
Message text	Filters sessions and phrases based on specific text in client messages.	Contains Does not contain Equals
Bot message	Filters sessions and phrases by specific text in bot replies, excluding raw responses.	Contains Does not contain Equals
All bot message	Filters sessions and phrases by the presence of specified text in any bot reply, including raw responses.	Contains Does not contain Equals
Message labels	Filters sessions and phrases based on message tags.	No label Any label Any of the selected Does not contain Not important — labels are not displayed
Comment	Filters sessions and phrases by comments added in the Phrases report or via $analytics.setComment. You can specify multiple conditions: the phrase will match if at least one is met.	Any text — includes phrases without a comment Contains Does not contain
Hide empty messages	Hides all empty sessions and messages from the Sessions and Phrases reports.	Hide Show Do not apply
Message type	Filters sessions and phrases by message type: client messages or events.	—
Message intent	Filters sessions and phrases by the specified intent in the dialog.	—
Message class	Filters sessions and phrases by the specified message class in the dialog.	—
Message state	Filters sessions and phrases by the specified state in the dialog.	—
With errors	Shows only sessions and phrases with unhandled script errors.	Yes No Not important

State sequence

With the Route filter, you can sort sessions, phrases, and routes by the specified state sequence. When configuring the filter, use:

• > — to specify several states;
• * — to substitute characters or states.

Dialog parameters

Filter	Description	Flags
Session result	Filters sessions and phrases by the dialog result set in the script.	Empty — dialogs without results Not empty — dialogs with any result Contains — dialogs that contain any of the selected results Does not contain — dialogs that do not contain any of the selected results Not important — all dialogs are displayed
Session labels	Filters sessions and phrases by the dialog tags.	No label Any label Any of the selected Does not contain Not important — tags are not displayed
Conversation initiator	Filters sessions and phrases by the dialog initiator.	Client Bot Any
Transfer to agent	Filters sessions and phrases by the presence or absence of a transfer to an agent.	All dialogs With transfer to agent Without transfer to agent — will also display dialogs that were transferred to the agent but where no reply was received
Session data	Filters sessions and phrases by the data added using the $analytics.setSessionData method. Applied filters are combined according to the logical conjunction.	Any value Contains Does not contain Equals Does not equal
Empty sessions	Filters empty sessions and phrases within those sessions.	Show Hide
Client message count	Filters sessions and phrases by the number of client messages in the dialog.	—
Custom fields Deprecated	Enables custom fields for data export.	—
Channel	Filters sessions and phrases by selected channels.	—
Session topic	Filters sessions and phrases by the selected topic. Topics are set using $analytics.setSessionTopic.	Not important Empty Not empty Contains Does not contain
Action	Filters sessions and phrases by actions performed in the dialog. Actions are tracked using $analytics.setScenarioAction.	Not important Empty Not empty Contains Does not contain
Automation	Filters sessions and phrases by automation status set using $analytics.setAutomationStatus.	Yes No No data — session was not labeled using the method
Evaluation	Filters sessions and phrases based on user ratings collected via $analytics.setNps.	From To
Test sessions	Filters sessions from the test widget and phrases within those sessions.	Only test sessions Without test sessions All sessions

Text campaigns

If you create text campaigns in the project, you can filter dialogs by campaign IDs and results.

• Text campaign ID — displays dialogs which started when the campaigns with the specified IDs were launched.
• Text campaign result — filters dialogs by the results which were assigned to campaigns. The filter includes the following flags:
  • Not important — all dialogs started with campaigns.
  • Empty — dialogs started with campaigns which were not assigned a result.
  • Not empty — dialogs started with campaigns which were assigned a result.
  • Contains — dialogs with the specified campaign results.
  • Does not contain — dialogs without the specified campaign results.

Displaying the result

Sessions

Filtered sessions are displayed as a table with the following columns:

• Start — conversation start date and time.

• Bot — bot name or ID.

• User ID/Call type — client ID or call type.

  tip

  Click on the user ID to open the dialog details.

• Session result — session result for conversations with chatbots and in telephone channels.

• Last phrase — the last client phrase.

• Duration/Number of phrases — conversation duration from the beginning of the dialog to the last client phrase and the number of client messages, excluding the starting message.

Message statuses

If your bot is connected to Telegram, Viber, or VK, you will see message statuses in the dialog details. The following message statuses are supported:

• SENT
• NOT_SENT
• DELIVERED
• NOT_DELIVERED
• READ

tip

The SENT status is only available in Telegram and VK and the READ status is in Viber and VK.

Phrases

tip

To hide optional items from the report, click View settings.

For filtered phrases, the following fields are displayed:

• pattern or intent.
• Class — the name of the state where the processing of a client’s message started.
• State — the name of the state where the bot generated the response.
• Client — the client phrase.
• Bot — the bot’s answer.

You can perform the following actions:

• Add labels to the selected phrase.
• Add a comment on the phrase.
• Create a task to improve the project.
• Add the phrase to a new or existing intent.
• Go to the detailed session information.

Graphics

Here filtered sessions and phrases are displayed as graphs. You can use statistical graphs to visually assess bot usage dynamics.

Routes

The Routes tab displays all state sequences the client reached within one session.

Information about the routes reached allows you to understand at what step clients stop interacting with the bot. Based on such information, you can improve your script and then compare the conversion rate.

Routes are displayed as a table with the following columns:

• Route — the client route from the first state to the last, including nested states.
• Result — the dialog result set in the script.
• Sessions — the number of sessions in which the client moved along a certain route.

tip

Only the first 20 states of the route will be displayed when clicking a certain route. To view all states comprising the route, download a route report.

Export logs

You can download a dialog or phrase logs report as an .xlsx table.

• Click Sessions > Session log to start downloading the session result report.
• Click Phrases > Message log to start downloading the message report.
• Click Routes > Route log to start downloading the route report.

caution

The generated report results depend on the filters applied. To download the full report, reset the filters you applied earlier.