Dashboard: Real-time Data and MetricsThe dashboard provides real-time data and metrics for Key Performance Indicators (KPIs) and customer support. It includes various widgets that display important information. In this guide, we will focus on the bot chat statistics widget.Bot Chat StatisticsThe bot chat statistics widget presents six volume-based metrics for bot chats. These metrics help track and analyze the performance of bot interactions. Let's explore each metric in detail: Handled Chats The Handled Chats metric represents the cumulative sum of chats that had any activity by the end customer, bot, or agent since midnight hours today. This includes chats that started outside of today but were active today. New Chats The New Chats metric represents the cumulative sum of chats that had any activity by the end customer, bot, or agent since midnight hours today. This specifically includes chats that started today. Deflected Chats The Deflected Chats metric represents the cumulative sum of chats that were closed by the bot since midnight hours today. These chats were handled entirely by the bot without the need for agent intervention. Transferred Chats The Transferred Chats metric represents the cumulative sum of chats that were transferred by the bot since midnight hours today. These chats were initially handled by the bot but later transferred to a human agent. CSAT Chats The CSAT Chats metric represents the cumulative sum of chats that received a Customer Satisfaction (CSAT) score of "S" (satisfied) since midnight hours today. This metric helps measure customer satisfaction with the chat interactions. Auto-closed Chats The Auto-closed Chats metric represents the cumulative sum of chats that were assigned to agents but were automatically closed by the bot since midnight hours today. These chats did not require agent involvement and were resolved by the bot. By monitoring these metrics, you can gain insights into the performance and effectiveness of your bot chat interactions. Use this information to make data-driven decisions and improve your customer support processes.