Transcript
0:00 Hi, this is Tommy. This video is to teach you how to create analytics report in your Hotspot when you have your Expertise AI agent connected to your Hotspot.
0:16 Most of our clients are interested in two type of analytics. One, is the total number of conversation handled by our AI agent.
0:31 The second one is the number of live chat conversation that has been passed to our Hotspot live chat agent. Let's go through it one by one.
0:45 First, as usual, login to your account. Expertise AI Agent Dashboard, click on the integrations tab, then click on configure. First, make sure your HubSpot integration is connected, then click on configure.
1:04 Make sure you have toggled this on, send all conversations to HubSpot, and all the conversations will be sent to HubSpot.
1:12 As ticket, so you need to select what kind of pipeline, stage, and the owner. After making sure this is done, let's go to the Hub, let's go to your HubSpot.
1:25 Okay, so you can enter the reports page by typing in the reports in the search bar.
1:42 Okay, and the first report we're gonna create is the total number of conversations handled by our AI agent. We create a custom report, click on next, and then the primary data source will be tickets, because all the conversations are passed into HubSpot as a ticket.
2:10 Click on next. The y-axis will be the, uh, ticket count, and then the x-axis will be chatbot name. Yeah, expertise AI ticket count.
2:24 Chatbot name. Okay. We can see this. Then we need to provide a field trigger. Um, expertise AI chatbot name. It's not.
2:48 Yes. This is how you create a, um, create an analytic dashboard, um, analytic report to show on your dashboard. Um, let's give it a name, total conversation handled by chatbot.
3:09 This means if you have multiple, um, AI chatbots, agent, um, if you, you have multiple AI agent, you can see this, um, analytic dashboard, um, the access is separated by each of your AI agent.
3:25 You can clearly see the performance of the agent on each of your site. Okay. Um, for now, I'm just not gonna add to dashboard.
3:37 Okay, so this report, this is done. Let's move on to the next report, which is the number of live chat that is being passed to our HubSpot live chat agent.
3:54 Click on next. Okay, for this, I'm going to the data source will be conversations. Next. Okay, the number of conversations count is also the y-axis.
4:14 The x-axis is originated channel. Originating channel account. For this we may say, okay, we have a lot of the chat.
4:38 Don't worry. Um, let's apply filters to filter them out. Originating channel account. Oh, yeah, here we go. It's numb, but also, uhm, it's any of here.
5:01 So for Expertise AI agent, uhm, our conversations are always prefixed with Expertise AI live chat. So we can see, okay, this is what we want.
5:13 This is what we want. Yeah, all of them are what we want. Okay. Now this graph is clear. It's more clear.
5:29 If you have the proactive live chat, uhm, then you probably want to add this feature as well. Which is, first, um, first agent response date.
5:48 It's none. Yes, that means, uhm, this feature essentially means that, uhm, we are doing all, we are selecting all these, uhm, conversations, which, they, it's, uh, it's, uh, live chat, HubSpot live chat agent respond in the conversation, which means, uhm, your live chat agent has handled this conversation
6:11 . Hmm. Yes, that's it. This is our graph or our report. live chat conversation by, uhm, hand out by, uhm, wait, uhm, per AI agent.
6:49 Thank you for watching.
0:16 Most of our clients are interested in two type of analytics. One, is the total number of conversation handled by our AI agent.
0:31 The second one is the number of live chat conversation that has been passed to our Hotspot live chat agent. Let's go through it one by one.
0:45 First, as usual, login to your account. Expertise AI Agent Dashboard, click on the integrations tab, then click on configure. First, make sure your HubSpot integration is connected, then click on configure.
1:04 Make sure you have toggled this on, send all conversations to HubSpot, and all the conversations will be sent to HubSpot.
1:12 As ticket, so you need to select what kind of pipeline, stage, and the owner. After making sure this is done, let's go to the Hub, let's go to your HubSpot.
1:25 Okay, so you can enter the reports page by typing in the reports in the search bar.
1:42 Okay, and the first report we're gonna create is the total number of conversations handled by our AI agent. We create a custom report, click on next, and then the primary data source will be tickets, because all the conversations are passed into HubSpot as a ticket.
2:10 Click on next. The y-axis will be the, uh, ticket count, and then the x-axis will be chatbot name. Yeah, expertise AI ticket count.
2:24 Chatbot name. Okay. We can see this. Then we need to provide a field trigger. Um, expertise AI chatbot name. It's not.
2:48 Yes. This is how you create a, um, create an analytic dashboard, um, analytic report to show on your dashboard. Um, let's give it a name, total conversation handled by chatbot.
3:09 This means if you have multiple, um, AI chatbots, agent, um, if you, you have multiple AI agent, you can see this, um, analytic dashboard, um, the access is separated by each of your AI agent.
3:25 You can clearly see the performance of the agent on each of your site. Okay. Um, for now, I'm just not gonna add to dashboard.
3:37 Okay, so this report, this is done. Let's move on to the next report, which is the number of live chat that is being passed to our HubSpot live chat agent.
3:54 Click on next. Okay, for this, I'm going to the data source will be conversations. Next. Okay, the number of conversations count is also the y-axis.
4:14 The x-axis is originated channel. Originating channel account. For this we may say, okay, we have a lot of the chat.
4:38 Don't worry. Um, let's apply filters to filter them out. Originating channel account. Oh, yeah, here we go. It's numb, but also, uhm, it's any of here.
5:01 So for Expertise AI agent, uhm, our conversations are always prefixed with Expertise AI live chat. So we can see, okay, this is what we want.
5:13 This is what we want. Yeah, all of them are what we want. Okay. Now this graph is clear. It's more clear.
5:29 If you have the proactive live chat, uhm, then you probably want to add this feature as well. Which is, first, um, first agent response date.
5:48 It's none. Yes, that means, uhm, this feature essentially means that, uhm, we are doing all, we are selecting all these, uhm, conversations, which, they, it's, uh, it's, uh, live chat, HubSpot live chat agent respond in the conversation, which means, uhm, your live chat agent has handled this conversation
6:11 . Hmm. Yes, that's it. This is our graph or our report. live chat conversation by, uhm, hand out by, uhm, wait, uhm, per AI agent.
6:49 Thank you for watching.