The first screen that displays in the Analytics app is a list of all of your automations. Search or scroll through this list and click on the automation for which you want to see data.
After clicking on an automation, you will be brought to the Overview. Clicking on "Overview" in the upper-left will show all of the available views.
In any view for an automation, you will be able to change the date range and timezone in the upper-right.
In any view other than the Overview, you are able to download the results to a CSV file via the download button under the date filter.
|Users||Number of unique users connected to automation|
|Conversations||Number of LiveEngage Conversations in which the automation is a participant|
|Automation Sessions (Deprecated)||Number of times a automation connects to a conversation|
|Average Session Length (Deprecated)||Average of the time lapse between automation connection/disconnection to a conversation|
|Escalations||Number of times a automation transfers a user to a different skill/agent|
|Conversation Escalation Rate||Percentage of Conversations that are transferred to a different skill/agent|
|Messages||Number of messages sent or recieved by automation|
|Questions Asked||Number of messages recieved by automation|
|Matched Intents||Number of Questions Asked that are matched with Intents or Knowledge Base articles|
|Unmatched Phrases||Number of Questions Asked that are not matched with Intents or Knowledge Base articles|
|Intent Matched Rate||Percentage of Questions Asked that were matched|