Chatbot Analytics - Eazybe

Key Metrics

Metric	Description	Target
Containment Rate	% handled without human	> 70%
Handoff Rate	% transferred to human	< 30%
Completion Rate	% reaching flow end	> 80%
Avg. Resolution Time	Time to resolve	< 2 min
Customer Satisfaction	Post-chat rating	> 4/5

Dashboard

Access analytics at AI Agents → Chatbots → Analytics

Overview Tab

Total conversations handled
Containment vs. handoff ratio
Peak usage times

Flow Analysis

Drop-off points in flow
Most used paths
Error rates by node

Optimization Tips

1

Review Weekly

Check analytics dashboard weekly

2

Identify Drop-offs

Find where customers abandon flow

3

Read Transcripts

Review actual conversations

4

Make Changes

Update flow based on learnings