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Monitoring

branchly provides comprehensive analytics to help you understand user interactions with our User Interfaces.

Analytics​

Analytics are delivered via an embedded Tableau instance in the branchly dashboard. A Tableau Viewer license is required, which is included with Pro and Enterprise subscriptions. Contact your account manager if you encounter any access issues.

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An invitation to join the branchly Tableau workspace will be sent via email. Account creation in Tableau is not required; sign-in happens through the branchly dashboard.

Dimensions​

  • locale: The language and region of the navigator.
  • navigator_id: Identifier for the navigator instance.
  • date: The date of interaction in ISO format.

Measures​

  • Total Sessions: Count of unique session IDs, generated client-side without cookies.

  • Sessions with Interaction: Number of sessions with user engagement, including:

    • Node selection via navigation.
    • Search query submissions.
    • Chat message initiation.

    Note: The total may exceed individual interaction counts due to multiple types of engagement within a single session.

  • Navigation Sessions: Sessions where navigation was utilized.

  • Search Sessions: Sessions involving semantic instant search.

  • Chat Sessions: Sessions with chat interaction.

  • Successful Sessions: Sessions that reached a contact node or the final node in the knowledge base.

  • Sessions without Contact: Sessions that had no contact node interaction despite availability.

Metrics and Ratios​

  1. Interaction Rate: Percentage of sessions with user interaction.
  2. Success Rate: Percentage of sessions that achieved a predefined success condition.

Views​

  • Sessions: Overview of session counts, types of interactions, search queries, and contact channel usage.
  • Chat Overview: Data on conversations and most referenced nodes for answer formulation.

Interactions (Conversations)​

Detailed logs of user interactions are available for analysis. You can filter by User Interface type (Search Navigator, Chat Navigator, Chat Widget) and Interaction Type (see below) and review the interaction type with timestamps.

  • 🧭 Navigation: Selection of non-entry nodes.
  • 🔍 Search: Use of search functionality.
  • 💬 Chat: Engagement in chat.
  • 📝 Form Submission: User submitted a form during the session.
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Interaction analytics will be enhanced continually with new intelligent features to optimize performance.