[{"data":1,"prerenderedAt":569},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fanalytics\u002Fcontrol-center":3,"pomoc-pages:help_en":243},{"id":4,"title":5,"alt":6,"body":7,"description":234,"extension":235,"key":236,"meta":237,"navigation":238,"order":222,"path":239,"seo":240,"stem":241,"__hash__":242},"help_en\u002Fhelp\u002Fanalytics\u002Fcontrol-center.md","Control Center","\u002Fpomoc\u002Fanalityka\u002Fcentrum-sterowania",{"type":8,"value":9,"toc":220},"minimark",[10,24,29,63,66,70,87,91,96,99,103,106,131,135,138,169,176,180,187,198,201,205],[11,12,13,14,18,19,23],"p",{},"The Control Center is an advanced analytics screen for people who want to\nunderstand the ",[15,16,17],"strong",{},"quality"," of the bot's work, not just the number of\nconversations handled. The main question this screen answers is: ",[20,21,22],"em",{},"\"What\nexactly should I do to make the bot help better?\"",".",[25,26,28],"h2",{"id":27},"the-five-metrics-at-the-top","The five metrics at the top",[30,31,32,39,45,51,57],"ul",{},[33,34,35,38],"li",{},[15,36,37],{},"Total escalations",": how many conversations were handed off to your\nteam in the selected period.",[33,40,41,44],{},[15,42,43],{},"AI resolution rate",": the percentage of conversations the bot closed\non its own, without involving an agent.",[33,46,47,50],{},[15,48,49],{},"Average confidence",": how confident the bot was in its answers (the\nhigher it is, the less often it makes things up and the more often it\nhits the mark).",[33,52,53,56],{},[15,54,55],{},"Prevention rate",": how effectively new knowledge base articles prevent\nfurther escalations on the same topic.",[33,58,59,62],{},[15,60,61],{},"Customer satisfaction",": the share of positive ratings out of all\nrated conversations.",[11,64,65],{},"Each tile also shows the trend versus the previous period (green for up,\nred for down) with the percentage change.",[25,67,69],{"id":68},"period-filter","Period filter",[11,71,72,73,76,77,76,80,83,84,23],{},"In the top right corner of the screen you can choose the number of days\nthe metrics are calculated for: ",[15,74,75],{},"7",", ",[15,78,79],{},"14",[15,81,82],{},"30",", or ",[15,85,86],{},"90 days",[25,88,90],{"id":89},"charts","Charts",[92,93,95],"h3",{"id":94},"weekly-comparison","Weekly comparison",[11,97,98],{},"A bar chart juxtaposing the number of conversations resolved by the bot\nwith the number of escalations across consecutive weeks. It shows whether\nthe ratio is improving or getting worse.",[92,100,102],{"id":101},"confidence-breakdown","Confidence breakdown",[11,104,105],{},"A donut chart that splits conversations into three groups based on the\nbot's confidence:",[30,107,108,114,120],{},[33,109,110,113],{},[15,111,112],{},"High",": the bot answered with high confidence. The ideal state.",[33,115,116,119],{},[15,117,118],{},"Medium",": the bot answered, but wasn't entirely sure. Here it's worth\nchecking whether the answers were accurate.",[33,121,122,125,126,23],{},[15,123,124],{},"Low",": the bot barely managed an answer. Here it's usually worth\nexpanding the ",[127,128,130],"a",{"href":129},"\u002Fhelp\u002Fknowledge-base","knowledge base",[92,132,134],{"id":133},"escalation-reasons","Escalation reasons",[11,136,137],{},"A table listing the reasons conversations were handed off to the team.\nColumns:",[30,139,140,146,152,158,164],{},[33,141,142,145],{},[15,143,144],{},"Reason",": a description of the category (e.g. \"question outside the\nknowledge base\", \"customer asked for a human\", \"individual topic\").",[33,147,148,151],{},[15,149,150],{},"Count",": how many times this reason occurred.",[33,153,154,157],{},[15,155,156],{},"Percent",": its share of the total number of escalations.",[33,159,160,163],{},[15,161,162],{},"Trend",": the change versus the previous period.",[33,165,166,168],{},[15,167,49],{},": how confident the bot was when such a case\noccurred.",[11,170,171,172,175],{},"This table is ",[15,173,174],{},"the fastest way to identify what's missing in the\nknowledge base",". If the biggest escalation reason is \"question outside\nthe knowledge base\" and the topics keep repeating, adding a few articles\nwill dramatically cut the number of conversations handled by the team.",[25,177,179],{"id":178},"ai-insights","AI insights",[11,181,182,183,186],{},"Below the charts you'll find ",[15,184,185],{},"AI insight"," cards, that is, automatic\nrecommendations generated from an analysis of recent conversations. They\nmay suggest, for example:",[30,188,189,192,195],{},[33,190,191],{},"specific topics worth writing an article about,",[33,193,194],{},"low-performing articles to rewrite,",[33,196,197],{},"recurring types of customer questions.",[11,199,200],{},"Each card includes a short description of the problem and a suggested\naction.",[25,202,204],{"id":203},"whats-next","What's next",[11,206,207,208,211,212,215,216,219],{},"Once you've identified gaps in the knowledge base, go back to the\n",[127,209,210],{"href":129},"Knowledge base"," section and add articles. After a\nfew days, take another look at the Control Center to see how the\n",[15,213,214],{},"prevention rate"," and ",[15,217,218],{},"confidence breakdown"," have changed.",{"title":221,"searchDepth":222,"depth":222,"links":223},"",2,[224,225,226,232,233],{"id":27,"depth":222,"text":28},{"id":68,"depth":222,"text":69},{"id":89,"depth":222,"text":90,"children":227},[228,230,231],{"id":94,"depth":229,"text":95},3,{"id":101,"depth":229,"text":102},{"id":133,"depth":229,"text":134},{"id":178,"depth":222,"text":179},{"id":203,"depth":222,"text":204},"Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","md","analytics\u002Fcontrol-center",{},true,"\u002Fhelp\u002Fanalytics\u002Fcontrol-center",{"title":5,"description":234},"help\u002Fanalytics\u002Fcontrol-center","0BLm5m1T64COVLbfTk1tvaDNOXTzITgxSXkbf_0mluA",[244,249,252,258,264,269,274,279,284,289,294,299,304,309,314,319,320,325,330,335,340,345,350,355,360,365,370,375,380,385,390,395,400,405,411,416,421,426,431,436,441,446,452,457,462,467,473,478,483,488,494,499,505,511,517,521,527,533,539,545,551,557,563],{"path":245,"title":246,"description":247,"order":248,"key":248},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":250,"title":251,"description":247,"order":248,"key":248},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":253,"title":254,"description":255,"order":256,"key":257},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":259,"title":260,"description":261,"order":262,"key":263},"\u002Fhelp\u002Fbot-configuration\u002Fbrand","Brand","How to set your website address and a short brand description, the two fields the Fibly bot uses as its basic context.",1,"bot-configuration\u002Fbrand",{"path":265,"title":266,"description":267,"order":262,"key":268},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":270,"title":271,"description":272,"order":262,"key":273},"\u002Fhelp\u002Fgetting-started\u002Fhow-the-bot-works","How the Fibly bot works","An overview of the architecture, from the customer's question to handing the matter over to your team.","getting-started\u002Fhow-the-bot-works",{"path":275,"title":276,"description":277,"order":262,"key":278},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":280,"title":281,"description":282,"order":262,"key":283},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":285,"title":286,"description":287,"order":262,"key":288},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":290,"title":291,"description":292,"order":262,"key":293},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":295,"title":296,"description":297,"order":262,"key":298},"\u002Fhelp\u002Flive-support\u002Ftaking-over-a-conversation","Taking over a conversation","How to take a conversation over from the bot and handle it personally as an agent.","live-support\u002Ftaking-over-a-conversation",{"path":300,"title":301,"description":302,"order":262,"key":303},"\u002Fhelp\u002Fteam-and-account\u002Fteam-members","Team members","How to invite, edit, and remove a user in the Fibly dashboard.","team-and-account\u002Fteam-members",{"path":305,"title":306,"description":307,"order":262,"key":308},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":310,"title":311,"description":312,"order":262,"key":313},"\u002Fhelp\u002Ftroubleshooting\u002Fwidget-not-appearing","Widget not appearing","What to check when the chat button doesn't show up after embedding the script on your site.","troubleshooting\u002Fwidget-not-appearing",{"path":315,"title":316,"description":317,"order":222,"key":318},"\u002Fhelp\u002Ftroubleshooting\u002Fbot-gives-wrong-answers","Bot gives wrong answers","What to do when the bot answers inaccurately, mixes up facts, or makes things up.","troubleshooting\u002Fbot-gives-wrong-answers",{"path":239,"title":5,"description":234,"order":222,"key":236},{"path":321,"title":322,"description":323,"order":222,"key":324},"\u002Fhelp\u002Fbilling\u002Fcredits-and-usage","Credits and usage","What AI credits are, how many a single bot message consumes, and where to check your current usage.","billing\u002Fcredits-and-usage",{"path":326,"title":327,"description":328,"order":222,"key":329},"\u002Fhelp\u002Fcustomers\u002Fcustomer-profile","Customer profile","How to edit customer details, add notes, review conversation history, and anonymize data in line with GDPR.","customers\u002Fcustomer-profile",{"path":331,"title":332,"description":333,"order":222,"key":334},"\u002Fhelp\u002Flive-support\u002Fending-a-conversation","Ending a conversation","How to hand a conversation back to the bot or close it with a resolution outcome.","live-support\u002Fending-a-conversation",{"path":336,"title":337,"description":338,"order":222,"key":339},"\u002Fhelp\u002Fgetting-started\u002Ffirst-login","First login","How to accept your Fibly invitation and get access to the admin dashboard.","getting-started\u002Ffirst-login",{"path":341,"title":342,"description":343,"order":222,"key":344},"\u002Fhelp\u002Fknowledge-base\u002Fimport-markdown","Import Markdown files","How to import existing documentation in Markdown format into the Fibly knowledge base.","knowledge-base\u002Fimport-markdown",{"path":346,"title":347,"description":348,"order":222,"key":349},"\u002Fhelp\u002Finstallation\u002Fshopify","Installing on Shopify","How to add the Fibly widget to a Shopify store by editing the theme.liquid file.","installation\u002Fshopify",{"path":351,"title":352,"description":353,"order":222,"key":354},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":356,"title":357,"description":358,"order":222,"key":359},"\u002Fhelp\u002Fteam-and-account\u002Froles-and-permissions","Roles and permissions","What the Admin, Manager, and Agent can do in the Fibly dashboard.","team-and-account\u002Froles-and-permissions",{"path":361,"title":362,"description":363,"order":222,"key":364},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":366,"title":367,"description":368,"order":229,"key":369},"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation","Closing a conversation","How to mark finished conversations as resolved or unresolved, and why it matters.","conversations\u002Fclosing-a-conversation",{"path":371,"title":372,"description":373,"order":229,"key":374},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Human support","How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":376,"title":377,"description":378,"order":229,"key":379},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":381,"title":382,"description":383,"order":229,"key":384},"\u002Fhelp\u002Fwidget\u002Fnotification-sound","Notification sound","How to choose the audio cue the widget plays for the customer when new messages arrive.","widget\u002Fnotification-sound",{"path":386,"title":387,"description":388,"order":229,"key":389},"\u002Fhelp\u002Fgetting-started\u002Fquick-start","Quick start","A checklist for first launching the bot, from logging in to the first conversation.","getting-started\u002Fquick-start",{"path":391,"title":392,"description":393,"order":229,"key":394},"\u002Fhelp\u002Fbilling\u002Fteam-seats","Team seats","What the seat limit means, how to buy additional seats, and what happens when you exceed the limit.","billing\u002Fteam-seats",{"path":396,"title":397,"description":398,"order":229,"key":399},"\u002Fhelp\u002Fteam-and-account\u002Fuser-profile","User profile","How to change your first name, last name, and review your account details in the Fibly dashboard.","team-and-account\u002Fuser-profile",{"path":401,"title":402,"description":403,"order":229,"key":404},"\u002Fhelp\u002Fknowledge-base\u002Fmanually-written-article","Writing articles manually","How to write knowledge base articles in the Fibly editor, in visual or source mode.","knowledge-base\u002Fmanually-written-article",{"path":406,"title":407,"description":408,"order":409,"key":410},"\u002Fhelp\u002Fconversations\u002Fai-assist","AI assist for agents","How to generate a draft reply based on your knowledge base while handling a conversation.",4,"conversations\u002Fai-assist",{"path":412,"title":413,"description":414,"order":409,"key":415},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":417,"title":418,"description":419,"order":409,"key":420},"\u002Fhelp\u002Fwidget\u002Fenabling-and-disabling","Enabling and disabling the widget","How to temporarily hide the chat button without removing the code from your site.","widget\u002Fenabling-and-disabling",{"path":422,"title":423,"description":424,"order":409,"key":425},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":427,"title":428,"description":429,"order":409,"key":430},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":432,"title":433,"description":434,"order":409,"key":435},"\u002Fhelp\u002Fbot-configuration\u002Fknowledge-base-context","Knowledge base context","How to set the depth of prerequisites the bot takes into account when answering.","bot-configuration\u002Fknowledge-base-context",{"path":437,"title":438,"description":439,"order":409,"key":440},"\u002Fhelp\u002Ftroubleshooting\u002Fno-email-notifications","No email notifications","What to check when you're not receiving escalation emails or the weekly summary.","troubleshooting\u002Fno-email-notifications",{"path":442,"title":443,"description":444,"order":409,"key":445},"\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles","Pinning articles","How to choose up to three key articles that your Fibly bot reads before every answer.","knowledge-base\u002Fpinning-articles",{"path":447,"title":448,"description":449,"order":450,"key":451},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":453,"title":454,"description":455,"order":450,"key":456},"\u002Fhelp\u002Ftroubleshooting\u002Fconversation-not-in-live-support","Conversation not appearing in Live support","Diagnosing the situation where a customer asks for a human but the conversation doesn't reach the agent queue.","troubleshooting\u002Fconversation-not-in-live-support",{"path":458,"title":459,"description":460,"order":450,"key":461},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":463,"title":464,"description":465,"order":450,"key":466},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":468,"title":469,"description":470,"order":471,"key":472},"\u002Fhelp\u002Fknowledge-base\u002Fcontent-quality","Content quality","How Fibly automatically assesses knowledge base articles and what each status means.",6,"knowledge-base\u002Fcontent-quality",{"path":474,"title":475,"description":476,"order":471,"key":477},"\u002Fhelp\u002Finstallation\u002Fdomain-verification","Domain verification","How to confirm that you own the domain where you're embedding the Fibly widget.","installation\u002Fdomain-verification",{"path":479,"title":480,"description":481,"order":471,"key":482},"\u002Fhelp\u002Finstallation\u002Fcustom-website","Installing on a custom website","How to embed the Fibly widget in plain HTML, Next.js, Nuxt, Vue, and React.","installation\u002Fcustom-website",{"path":484,"title":485,"description":486,"order":471,"key":487},"\u002Fhelp\u002Fteam-and-account\u002Fweekly-summary","Weekly summary","A weekly email with metrics on your bot's performance and improvement suggestions.","team-and-account\u002Fweekly-summary",{"path":489,"title":490,"description":491,"order":492,"key":493},"\u002Fhelp\u002Fknowledge-base\u002Fbest-practices","Best practices","Tips for writing, organizing, and maintaining your Fibly bot's knowledge base.",7,"knowledge-base\u002Fbest-practices",{"path":495,"title":496,"description":497,"order":492,"key":498},"\u002Fhelp\u002Finstallation\u002Finstallation-verification","Installation verification","How to check that the Fibly widget works correctly after embedding it on your site.","installation\u002Finstallation-verification",{"path":500,"title":501,"description":502,"order":503,"key":504},"\u002Fhelp\u002Fgetting-started","Getting started","What Fibly is, how the bot works, and what to prepare before your first login.",10,"getting-started\u002Findex",{"path":506,"title":507,"description":508,"order":509,"key":510},"\u002Fhelp\u002Finstallation","Widget installation","How to embed the Fibly widget on your website. Ready-made instructions for the most popular platforms.",20,"installation\u002Findex",{"path":512,"title":513,"description":514,"order":515,"key":516},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":129,"title":210,"description":518,"order":519,"key":520},"How to build and maintain the knowledge base your Fibly bot draws its answers from.",30,"knowledge-base\u002Findex",{"path":522,"title":523,"description":524,"order":525,"key":526},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":528,"title":529,"description":530,"order":531,"key":532},"\u002Fhelp\u002Fbot-configuration","Bot configuration","How to set the brand, tone of voice, escalation behavior, and answer context for the Fibly bot.",40,"bot-configuration\u002Findex",{"path":534,"title":535,"description":536,"order":537,"key":538},"\u002Fhelp\u002Flive-support","Live support","How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":540,"title":541,"description":542,"order":543,"key":544},"\u002Fhelp\u002Fanalytics","Analytics","How to read the metrics and charts about your bot's and your team's work in the Fibly panel.",50,"analytics\u002Findex",{"path":546,"title":547,"description":548,"order":549,"key":550},"\u002Fhelp\u002Fcustomers","Customers","How to view and manage the profiles of people who have talked to the bot on your website.",55,"customers\u002Findex",{"path":552,"title":553,"description":554,"order":555,"key":556},"\u002Fhelp\u002Fteam-and-account","Team and account","How to manage team members, roles, your own profile, and access security.",60,"team-and-account\u002Findex",{"path":558,"title":559,"description":560,"order":561,"key":562},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":564,"title":565,"description":566,"order":567,"key":568},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382442082]