Statistical events

    What are statistical events?

    Statistical events enable detailed monitoring of user behavior. They allow us to measure things like the number of answered calls, the number of missed calls, etc. Statistical events can be configured according to the client’s needs.

    A report containing statistical events is available in the “Bot Statistics” section as charts showing the number of occurrences of a selected event within a chosen time frame. Additionally, for each statistical event, you can download a .csv file and a general list of events in .xlsx format, where the list of event occurrences along with their parameters will be visible.

    You can check data up to the previous day. Data from the current day will only be available after the day ends.

    Statistical events can also be used in global actions. You can read more about global actions here.

    System Events

    System events are events that are configured and monitored by default on the KODA platform. They may vary depending on the type of bot (a voicebot will have different defined events than a chatbot). These include, among others, the following events:

    • assigning an agent to a case,
    • changing the group assigned to a case,
    • conversation rating received,
    • case creation,
    • button click,
    • receiving a picture,
    • starting a conversation in a web widget,
    • enabling/disabling moderator mode,
    • session termination,
    • reaching the connection attempt limit (voicebot),
    • incoming call (voicebot),
    • outgoing call (voicebot),
    • missed call (voicebot),
    • disconnected call (voicebot),
    • SMS sent (voicebot).

    Events Configured in the Bot Structure

    You can configure a statistical event yourself within the bot structure. An event can be configured:

    • at the block element level – it will be recorded when a specific element is displayed to the user,
    • at the button or quick reply level – it will be recorded when the user clicks on a specific button,
    • at a specific branch level – it will be recorded when the user meets a specific condition in a branch,
    • in an LLM function – it will be recorded when a specific LLM function is invoked.

    The components of an event configured in the structure are:

    • the event name,
    • the parameter name associated with the event, e.g., “carousel display,”
    • parameter value – can be a variable or a fixed value, e.g., “yes.”

    Creating a Statistical Event

    To create a statistical event, click “Add Actions” in the desired part of the bot and select “Statistical Event” from the list. Remember to name it and specify the parameters and their values. Name of the event may contain capital letters, latin letters and breakspaces.

    Editing a Statistical Event

    Once created, a statistical event can be edited. Editing is done in the same place where the event was originally created. Changes can pertain to the event name or its parameters.

    If the name is changed, a new event will be created from this point onward under the new name.

    If the parameter name is changed in the same event, a new column with the new parameter name will appear in the .csv file with the event data. The previous parameter name and related data will also be visible.

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