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.

Views

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.

Metrics

Name Description
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