Conversation dashboard: a summary of your bot conversations

The conversation dashboard visualizes metrics for customers’ conversations (see Conversations for the definition of a conversation) with your bot.

The Summary contains the following information about user conversations with your bot. The numbers are calculated based on the filter settings.

• Total conversations – The total number of conversations with the bot.

• Average conversation duration – The average time of user conversations with the bot in minutes and seconds. The format is mm:ss.

• Average turns per conversation – The average number of turns that a conversation lasts.

The Conversation count and Message count sections each contain a graph that shows the number of conversations and messages, respectively, over the time range that you specify in your filters. Hover over a segment of time to see the number of conversations or messages in that segment. The size of the time segment depends on the time range you specify:

• Less than 1 week – The count is displayed for each hour.

• 1 week or more – The count is displayed for each day.

See an example of the hovering behavior in the following image.

The Time of conversations section presents the number of conversations that took place between your bot and customers over each two hour interval on each day of the week, within the time range that you specify in the filters. More darkly shaded cells indicate times at which more conversations took place. Hover over a cell to display the number of conversations in the 2 hours beginning from that time slot. For example, the action in the following image shows the number of conversations occurring between 4:00PM and 6:00PM UTC.

The Conversation dashboard contains two tools, Conversation flows and Conversations. Access a tool by selecting it under Conversation dashboard in the left navigation pane.

Conversation flows

Use Conversation flows to visualize the orders of intents that customers take in conversations with your bot. Below each intent is the percentage and count of conversations that invoked that intent at that point in the conversation. You can toggle the percentage and count off by selecting Conversation percentage and Conversation count at the top. By default, the five most common intents at that point in the conversation are shown in descending order of frequency. Select + Others to display all the intents.

Choose an intent to expand to a new column of branches that shows a list of intents taken at that point in the conversation, sorted in descending frequency.

When you select a node in the conversation flow, you can expand the window below to display a list of conversations that followed that order of intents. Choose the Session ID corresponding to a conversation to view details about that conversation. The following image shows a conversation flow and an expanded Conversations window at the bottom.

Conversations

The Conversations tool displays a list of conversations for your bot. You can select a column to sort by that column in ascending or descending order.

To filter the conversations by result, select All results and choose Success, Failed, or Dropped.

To filter the conversations by duration

1. Select the search bar marked Filter conversations by duration

2. Define the filter in one of the following ways:

   • Use the predefined options.

     1. Select Duration.

     2. Choose between the = (equals), > (greater than), and < (less than) operators.

     3. Choose a length of time.

   • Enter an input in the format "Duration {operator} {number} sec" For example, to search for all conversations lasting longer than 30 seconds, enter Duration > 30 sec. Specify the length of time in seconds.

To view detailed information about the session, including metadata, intent usage, and a transcript, select the Session ID of a conversation.

Note

Because a conversation is a unique combination of a sessionId and originatingRequestId, the same sessionId might appear multiple times in the table.

The Details section contains the following metadata:

• Timestamp – Specifies the date and start time of the conversation. The time is in hh:mm:ss format.

• Duration – Specifies how long the conversation lasted in mm:ss format. The duration doesn't include the Session timeout duration (idleSessionTTLInSeconds).

• Result – Specifies whether the conversation was categorized as a success, failed, or dropped. See Conversations for more details about these results.

• Mode – Specifies whether the conversation was Speech, Text, or DTMF (touch tone keypad presses). A conversation consisting of multiple modes is Multimode.

• Channel – Specifies the channel that the conversation took place on, if applicable. See Integrating an Amazon Lex V2 bot with a messaging platform.

• Language – Specifies the language of the bot.

The intents that the bot elicited in the conversation are shown below Details. Select Go to Intent to go to that intent in the intent editor. Select Snap to transcript to automatically scroll the Transcript to the first instance in which the bot elicited the intent.

Select the right arrow next to the intent name to view details about the slots elicited for the intent, including the names of the slots, the value that the bot elicited for each slot, and the number of times the bot attempted to elicit each slot.

The Transcript lets you review the conversation utterances and your bot’s behavior in eliciting intents and slots. User utterances are displayed on the left and bot utterances are displayed on the right. Use the search bar marked Filter transcripts in this session to find text in the transcript. Next to Showing: there are three pieces of information shown under each conversation turn that you can select to display or not:

• Timestamp – Specifies the time of the utterance.

• Intent state – Specifies the intent that the bot is eliciting during an utterance and the result of the intent, if applicable. The following intent states are possible:

  • Invoked intent: intent name – The bot has identified an intent that the customer is invoking.

  • Switched intent: intent name – The bot has switched to a different intent based on the utterance.

  • intent name: Success – The bot has fulfilled the intent.

• Slot state – Specifies the slot that the bot is eliciting during an utterance, if applicable, and the value that the customer provides.