Overview

Understanding your customer is imperative for businesses because they will only be able to offer a better brand experience if they know what’s expected from them. With Haptik’s Behavior Tracker, brands can easily check the conversational journey of users with their bot. This article covers all the details you need to comprehend journey maps.

What is Behavior Tracker?

Behavior Tracker is an auto-defined feature that helps you understand the journeys your customers take during one or more chatbot conversations, no matter whether they lead to a logical conclusion or not.

With Behavior Tracker, you will be able to:

• View all the queries hit by the end-user against the different skills.
• Understand how many queries are complete and incomplete.
• Understand skill-level traction with respect to users & conversation.
• Filter the skill-level query data.

How Does it Differ from User Journey and Smart Funnel?

Check the following table to understand how behavior tracker differs from user journey and smart funnel.

Steps to Access Behavior Tracker

1. Log in to your Haptik account and choose the bot for which you want to check behavior tracker.
   
   
2. Select Intelligent Analytics and then choose Behavior Tracker.
      
3. Click Email Report. 
   
   
4. A CSV file will be emailed to you on your business ID. Open it to get the following details:
   
   

• Skills: It puts light on the skills from which a user has initiated a chat with your bot. Basically, you can easily track the skills that are getting maximum user traffic 
  
  
• Precursor Step: The last node that was hit by the user before entering into a different journey.
  
  
• Steps: It tells you all the steps a user has taken to complete the conversational journey with your bot.
  
  
• Last Step: It tells you the last step taken by each user. 
  
  
• Status: It can either be a Logical Conclusion or No Logical Conclusion.

• Number of Steps: It tells you how many steps a user has taken before concluding the interaction.
  
  
• Users Count: It reveals the number of users who have followed a particular path. 
  
  
• Users Percentage: We take the total number of users and the number of users interacted with your bot in the selected timeframe to calculate the User percentage.
  
  
• Conversation Count: It tells you the number of chats that have happened so far. 
  
  
• Conversation Percentage: We take the total number of conversations and the number of conversations happened during the selected timeframe to calculate the Conversation percentage.
  
  
• Bot Break Count: Bot Break is a condition that occurs when a query has been asked on the bot and the bot fails to answer it. This column shows the no. of times the bot broke in the respective query.
  
  
• Abandoned Count: When the user drops off in a conversation or in a query, this column registers the no. of times the users dropped off in the respective query.
  
  
• Diversion Count: When the user diverts to another query from one query, the count is recorded under this column.
  
  
• Chat links: Every query record in the CSV will contain a chat link that will aid in analyzing the chats.

Feels this is an exciting feature? You’ll be blown away by what we have planned for phase 2 and phase 3.