Default Chat Tracking Actions

What is tracked and how? 

By default, Chat API event tracking is extensive. Each event is associated with an atomic log, a session log or both, which determines where the information will be available in the application Dashboard. 

Events listed according to a log type are shown in atomic logs. Events listed according to data keys are shown in Sessions logs. Events with both can be shown in both places. This table shows all log types and data keys that come predefined in a Chat instance.

Data keys

A data key also has a priority level that is given to its event. The session reports use the priority of an event to decide the most important event performed by the user. This most important event becomes the result of the session.

Example: The user enters input that triggers the bot to offer chat with a human but then the user rejects the escalation offer. After some further interactions with the Chat, the user requests to chat with a human and an agent is available who attends the chat. The result of the session will be "Escalated > Accepted > Available Agents > Chat Attended", because the data key "CHAT_ATTENDED" has a higher priority (1) than the "CHAT_ESCALATION_REJECTED" data key (2).

Optional Chat Tracking Actions

It is up to the botmaster to decide whether or not to track additional data.

All default tracking done by the API is described in detail above and in API Routes. In addition, Inbenta provides tracking codes for every content shown. You can use these codes to call the API and create logs, and track user data such as clicks and ratings. For accurate bot usage analysis, Inbenta strongly recommends that you track as many event types as possible, such as click, rate and custom events. 

You can find how to set up event trackers in the "tracking/events" section of the API routes.

Recommended tracking for Federated Bot logs (extendedContentsAnswer)

When Federated Bot is enabled, we consider the Chat instance as the primary instance, and the connected instance (Knowledge or Search) as the external one. In this case, Inbenta recommends that you log the data as follows:

Chat instance must contain all the tracking information of the implementation. This means:

• Any user question performed
• Any result returned by both Intent Bases (the Chat Intent Base and the external instance’s Intent Base)
• Any click on the contents from both Intent Bases (the Chat Intent Base and the external instance’s Intent Base)
  • The clicks on the contents from the external instance will appear as “External” in the logs, to differentiate them from intents in the Chat Intent Base.

External instance must contain:

• Any user question performed (both in the Chat solution and the external solution)
• Any result returned by the external instance’s Intent Base 

Track ratings

When a user rates a content, you should call the Chat API's POST /inbtrck/events endpoint with a rate event. The logged data includes the content ID, the rate code, the rating itself and the comment, if added (optional).

Displaying ratings

To display ratings options for a given answer, check the following:

1. Check if the answer has parameters.trackingCode.rateCode set (For more information, see "Answer attributes and parameters" in API Answer types)
   • Use rateCode to evaluate the quality of the content and track it in the logs. You can add a comment to the rating if needed.
2. Check if the answer has the "no-ratings" flag set.
   • When the "no-ratings" flag is set, Inbenta recommends that you do not show ratings for this answer.

Track external ratings

Capture and analyze user feedback more comprehensively in Chat instances by tracking external ratings. External ratings are ratings end users give to Federated Bot contents coming from Inbenta Knowledge or Inbenta Search sources.

When a user rates a Federated Bot content derived from a Knowledge or Search instance, call the Chat API's POST /inbtrck/events endpoint with a rate event. In this case, always include the label and the isNegative attributes in the request. 

label: This attribute helps to categorize ratings in the Chat session logs and Dashboard screens. Its value is what will be displayed as the name of the rating. You can use any name you like (for example, "Good", "Bad", "Excellent"), just ensure it corresponds to the type of rating indicated in the value attribute to display ratings accurately. 

isNegative: This attribute allows the SYS_TOTAL_NEGATIVE_RATINGS system variable to be incremented when a Knowledge or Search Federated Bot content receives a negative rating. This system variable counts the number of negative ratings in a conversation, allowing you to log all negative ratings, regardless of whether multiple negative ratings occur in one or multiple conversations. Set this attribute to true whenever a Knowledge or Search Federated Bot content receives a negative rating.

The code parameter value corresponds to the subAnswers[i].parameters.trackingCode.rateCode property of the external result answer.

Recommended tracking for escalation to an external provider

The Inbenta-provided NL-Escalation-Adapter-2 handles escalation to Inbenta Agent Chat and tracking of that escalation in all sessions dashboards. For more information about how you can track the agent conversation when you build custom escalation to a non-Inbenta provider, see External Chat Tracking.

Custom

In addition to the default events listed above and API Routes, you can set up and track custom events as required by your specific needs.