{"data":{"entities":{"widgets":{"04431540-bde0-4696-8db6-18463d5f0ce7":{"kind":"tooltip","cta":"Next","audio_url":"","options":{"root":{"alignment":"lt","theme":"light","close_button":false,"next_button":true,"prev_button":true,"secondaryButton":false,"show_step_number":true,"hide_arrow":false,"backgroundColor":"#FFFFFF","borderColor":"#807f93","frameWidth":437,"maxFrameWidth":null,"backdropRect":{"x":0.2872517225788255,"y":16.935204632847032,"top":16.935204632847032,"left":0.22710468129914796,"right":10.227104681299148,"width":9.939852958720323,"bottom":28.935204632847032,"height":5.750632042990481},"backdropSelector":null,"offset":{"x":7.632983204037133,"y":19.342325102769188},"offsetFromOriginPx":{"x":0,"y":0},"spot":"hard","hasSpotlight":false,"spotlightColor":"#9939EB","trigger":null,"zoom":null},"description":{"value":"

☝️ Al ingresar a la plataforma observarás, al lateral izquierdo, el menú vertical, con la opción Analytics, dentro del desplegable encontrarás el ítem Sesiones.

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Los filtros te ayudarán a organizar la información para hacer un análisis personalizado del comportamiento del asistente virtual.

⚠️ Importante

Ten en cuenta que los filtros seleccionados se mantendrán al cambiar de módulo y solo se aplicarán en la plataforma, no exportándose a los archivos .CSV descargables.

Al ingresar al módulo encontrarás un encabezado de filtros con las opciones:

Fecha: Puedes especificar una fecha “desde” y “hasta” (en la que, al hacer clic, se despliega un calendario para seleccionarla).
Medio: Es el nombre del canal, entonces filtra la información de acuerdo con cada canal creado con nombres distintos. Es decir, por cada ventana Web que se posea o cada página de Facebook Messenger configurada.

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Feedback: separa las sesiones según las calificaciones que recibieron sus interacciones. Recuerda que cada sesión puede tener más de una calificación.
Canal: filtra la información según los canales de atención disponibles.
Condición: muestra los datos según las condiciones que posee el agente virtual.

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Desde esta opción podrás expandir las alternativas de filtros.

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Se visualizarán nuevos ítems disponibles para aplicar:

Rango de fecha: además de especificar una fecha “desde” y “hasta” (en la que, al hacer clic, se despliega un calendario para seleccionarla), también puedes optar por rangos generales de fecha tales como ayer, esta semana, semana anterior, últimos 30 días, este mes, mes anterior, este trimestre, trimestre anterior, este año.

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Frecuencia: agrupa las estadísticas por hora, por día, por semana, por mes y por año (de acuerdo al período seleccionado habrá frecuencias que no estén disponibles).

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Resolución: filtra las sesiones según la interacción final haya sido evasiva, respuesta, otros, mal calificada, respuestas iguales, derivación directa, complemento.
Etiqueta: permite seleccionar alguna de las temáticas que se trataron durante la sesión con el agente virtual y que se desean analizar.

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Dispositivo: específica si las sesiones fueron iniciadas por teléfono, tablet, computadora de escritorio, robot (desde Facebook Messenger) u otros (dispositivos no reconocidos).

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Se visualizarán nuevos ítems disponibles para aplicar:

URL de origen: permite filtrar las sesiones según la URL de procedencia de estas.
País y ciudad: permite conocer el país y/o ciudad desde donde se han generado las sesiones. La localización es obtenida desde la IP del usuario.

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Haz clic en este botón para recibir el reporte en tu mail de usuario.

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Una vez seleccionados los filtros deseados para el análisis, la herramienta mostrará distintos indicadores.

El recuadro sesiones, que permite conocer la cantidad de sesiones en total que se entablaron en el período analizado. Además, muestra porcentualmente la comparación con el mismo período anterior. Si es positivo, el porcentaje se muestra de color verde. Si es negativo, será de color rojo.

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Por su parte, el recuadro tiempo promedio indica la duración promedio de cada sesión, mostrando también la diferencia respecto al mismo período anterior.

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Todos los gráficos de este módulo se pueden descargar en formato PNG desde la flecha al lateral derecho superior dentro de cada card.

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Usuarios: contabiliza la cantidad de usuarios únicos y recurrentes en el período analizado.

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Sesiones por días de la semana

Este gráfico permite conocer el día de la semana con mayor afluente de sesiones, para distinguir cuándo se concentra la atención durante la semana.

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Sesiones totales por día

En forma de gráfico lineal se muestran las sesiones totales por cada día correspondiente al período seleccionado.

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Sesiones totales por día

Podrás acotar la frecuencia en la que se muestran los datos desde la barra inferior del gráfico, para hacer foco en alguna fecha puntual y observarás destacados, los límites máximos y mínimos, como así también la media registrada (los filtros seleccionados por fecha se mantienen igual).

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La tabla de sesiones enlista las variables que se observan en pantalla, según los filtros realizados por frecuencia y los separa por condición.

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Esta información puede ser descargada en formato .csv. El proceso se realiza de manera asincrónica, por lo cual el usuario que realice la descarga, recibirá un email con un documento en formato .zip con los archivos correspondientes.

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⚠️ Importante: el enlace recibido en el email expira luego de 24 horas por cuestiones de seguridad. En caso de que transcurra más tiempo, deberás volver a descargar el reporte desde la plataforma.

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