[{"data":1,"prerenderedAt":536},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fanalytics\u002Foverview":3,"pomoc-pages:help_en":215},{"id":4,"title":5,"alt":6,"body":7,"description":205,"extension":206,"key":207,"meta":208,"navigation":209,"order":210,"path":211,"seo":212,"stem":213,"__hash__":214},"help_en\u002Fhelp\u002Fanalytics\u002Foverview.md","Overview","\u002Fpomoc\u002Fanalityka\u002Fstrona-glowna",{"type":8,"value":9,"toc":195},"minimark",[10,14,19,22,51,55,58,98,101,105,108,112,115,135,148,152,155,179,183],[11,12,13],"p",{},"This is the first screen you see after logging in. It shows what's\ncurrently happening with the bot, in a clear layout of tiles and charts.",[15,16,18],"h2",{"id":17},"metric-tiles","Metric tiles",[11,20,21],{},"The four tiles at the top of the screen show the key numbers:",[23,24,25,33,39,45],"ul",{},[26,27,28,32],"li",{},[29,30,31],"strong",{},"Active",": the number of conversations where the customer wrote\nsomething recently and the thread is still open.",[26,34,35,38],{},[29,36,37],{},"Today",": the number of conversations started since midnight.",[26,40,41,44],{},[29,42,43],{},"Conversations",": the total within the selected time range (see below).",[26,46,47,50],{},[29,48,49],{},"Human needed",": conversations waiting to be taken over by an agent.",[15,52,54],{"id":53},"choosing-the-time-range","Choosing the time range",[11,56,57],{},"In the top right corner there's a drop-down with the time range. You can\nchoose:",[23,59,60,70,79,92],{},[26,61,62,65,66,69],{},[29,63,64],{},"1 hour"," or ",[29,67,68],{},"8 hours"," for a very up-to-the-minute view,",[26,71,72,65,75,78],{},[29,73,74],{},"12 hours",[29,76,77],{},"24 hours"," for a daily check-in,",[26,80,81,84,85,84,88,91],{},[29,82,83],{},"3 days",", ",[29,86,87],{},"1 week",[29,89,90],{},"2 weeks",",",[26,93,94,97],{},[29,95,96],{},"1 month"," (the default setting).",[11,99,100],{},"When you change the range, all the tiles and charts refresh automatically.",[15,102,104],{"id":103},"conversations-over-time-chart","Conversations over time chart",[11,106,107],{},"Below the tiles is a line chart showing how many conversations started in\neach unit of time. Hover over the line to see the exact values at a\nchosen moment.",[15,109,111],{"id":110},"outcome-donut-chart","Outcome (donut chart)",[11,113,114],{},"On the right you'll see a donut chart with three categories:",[23,116,117,123,129],{},[26,118,119,122],{},[29,120,121],{},"Resolved by Fibly",": a conversation closed by the bot without needing\nto involve an agent.",[26,124,125,128],{},[29,126,127],{},"Human help required",": conversations that were handed off to your\nteam.",[26,130,131,134],{},[29,132,133],{},"Still in progress",": active, unfinished threads.",[11,136,137,138,143,144,147],{},"The proportions in this chart are a good indicator of how effectively your\n",[139,140,142],"a",{"href":141},"\u002Fhelp\u002Fknowledge-base","knowledge base"," is working. The larger the share of\n",[29,145,146],{},"resolved by Fibly",", the less work is left for the team.",[15,149,151],{"id":150},"recent-conversations-and-the-support-queue","Recent conversations and the support queue",[11,153,154],{},"Below the charts you'll find two lists:",[23,156,157,168],{},[26,158,159,162,163,167],{},[29,160,161],{},"Recent conversations",": a summary of the five newest conversations. A\nclick takes you straight to the\n",[139,164,166],{"href":165},"\u002Fhelp\u002Fconversations\u002Fconversation-details","conversation details",".",[26,169,170,173,174,178],{},[29,171,172],{},"Support queue",": conversations waiting for an agent. It's a shortcut\nto the ",[139,175,177],{"href":176},"\u002Fhelp\u002Flive-support","Live support"," tab.",[15,180,182],{"id":181},"whats-next","What's next",[11,184,185,186,189,190,194],{},"When you want to understand ",[29,187,188],{},"why"," the bot is handing conversations to\nthe team, go to the ",[139,191,193],{"href":192},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center",".\nThere you'll find escalation analysis and recommendations on how to reduce\nit.",{"title":196,"searchDepth":197,"depth":197,"links":198},"",2,[199,200,201,202,203,204],{"id":17,"depth":197,"text":18},{"id":53,"depth":197,"text":54},{"id":103,"depth":197,"text":104},{"id":110,"depth":197,"text":111},{"id":150,"depth":197,"text":151},{"id":181,"depth":197,"text":182},"What the metric tiles and charts on the Fibly panel's home screen show.","md","analytics\u002Foverview",{},true,1,"\u002Fhelp\u002Fanalytics\u002Foverview",{"title":5,"description":205},"help\u002Fanalytics\u002Foverview","2iLPdosXJ4pm14qNhOUzQ2F59h096n75TBPIa6S4w98",[216,220,223,229,234,239,244,249,254,255,260,265,270,275,280,285,288,293,298,303,308,313,318,323,328,333,339,344,349,354,359,364,369,374,380,385,390,395,400,405,410,415,421,426,431,436,442,447,452,457,463,468,474,480,486,491,496,502,506,512,518,524,530],{"path":165,"title":217,"description":218,"order":219,"key":219},"Conversation details","[object Object]",null,{"path":221,"title":222,"description":218,"order":219,"key":219},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":224,"title":225,"description":226,"order":227,"key":228},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":230,"title":231,"description":232,"order":210,"key":233},"\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.","bot-configuration\u002Fbrand",{"path":235,"title":236,"description":237,"order":210,"key":238},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":240,"title":241,"description":242,"order":210,"key":243},"\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":245,"title":246,"description":247,"order":210,"key":248},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":250,"title":251,"description":252,"order":210,"key":253},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":211,"title":5,"description":205,"order":210,"key":207},{"path":256,"title":257,"description":258,"order":210,"key":259},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":261,"title":262,"description":263,"order":210,"key":264},"\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":266,"title":267,"description":268,"order":210,"key":269},"\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":271,"title":272,"description":273,"order":210,"key":274},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":276,"title":277,"description":278,"order":210,"key":279},"\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":281,"title":282,"description":283,"order":197,"key":284},"\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":192,"title":193,"description":286,"order":197,"key":287},"Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":289,"title":290,"description":291,"order":197,"key":292},"\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":294,"title":295,"description":296,"order":197,"key":297},"\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":299,"title":300,"description":301,"order":197,"key":302},"\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":304,"title":305,"description":306,"order":197,"key":307},"\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":309,"title":310,"description":311,"order":197,"key":312},"\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":314,"title":315,"description":316,"order":197,"key":317},"\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":319,"title":320,"description":321,"order":197,"key":322},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":324,"title":325,"description":326,"order":197,"key":327},"\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":329,"title":330,"description":331,"order":197,"key":332},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":334,"title":335,"description":336,"order":337,"key":338},"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation","Closing a conversation","How to mark finished conversations as resolved or unresolved, and why it matters.",3,"conversations\u002Fclosing-a-conversation",{"path":340,"title":341,"description":342,"order":337,"key":343},"\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":345,"title":346,"description":347,"order":337,"key":348},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":350,"title":351,"description":352,"order":337,"key":353},"\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":355,"title":356,"description":357,"order":337,"key":358},"\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":360,"title":361,"description":362,"order":337,"key":363},"\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":365,"title":366,"description":367,"order":337,"key":368},"\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":370,"title":371,"description":372,"order":337,"key":373},"\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":375,"title":376,"description":377,"order":378,"key":379},"\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":381,"title":382,"description":383,"order":378,"key":384},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":386,"title":387,"description":388,"order":378,"key":389},"\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":391,"title":392,"description":393,"order":378,"key":394},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":396,"title":397,"description":398,"order":378,"key":399},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":401,"title":402,"description":403,"order":378,"key":404},"\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":406,"title":407,"description":408,"order":378,"key":409},"\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":411,"title":412,"description":413,"order":378,"key":414},"\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":416,"title":417,"description":418,"order":419,"key":420},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":422,"title":423,"description":424,"order":419,"key":425},"\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":427,"title":428,"description":429,"order":419,"key":430},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":432,"title":433,"description":434,"order":419,"key":435},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":437,"title":438,"description":439,"order":440,"key":441},"\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":443,"title":444,"description":445,"order":440,"key":446},"\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":448,"title":449,"description":450,"order":440,"key":451},"\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":453,"title":454,"description":455,"order":440,"key":456},"\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":458,"title":459,"description":460,"order":461,"key":462},"\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":464,"title":465,"description":466,"order":461,"key":467},"\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":469,"title":470,"description":471,"order":472,"key":473},"\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":475,"title":476,"description":477,"order":478,"key":479},"\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":481,"title":482,"description":483,"order":484,"key":485},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":141,"title":487,"description":488,"order":489,"key":490},"Knowledge base","How to build and maintain the knowledge base your Fibly bot draws its answers from.",30,"knowledge-base\u002Findex",{"path":492,"title":43,"description":493,"order":494,"key":495},"\u002Fhelp\u002Fconversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":497,"title":498,"description":499,"order":500,"key":501},"\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":176,"title":177,"description":503,"order":504,"key":505},"How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":507,"title":508,"description":509,"order":510,"key":511},"\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":513,"title":514,"description":515,"order":516,"key":517},"\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":519,"title":520,"description":521,"order":522,"key":523},"\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":525,"title":526,"description":527,"order":528,"key":529},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":531,"title":532,"description":533,"order":534,"key":535},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382441987]