Manage BigPanda Biggy AI Analytics

View usage and user feedback insights in the web app using Biggy AI Analytics.

The Analytics module of the BigPanda Biggy AI Web App gives you insights into how your organization is interacting with Biggy AI. These powerful reports can help you visualize the amount of time that Biggy AI is saving your users, and see which operators are utilizing Biggy AI the most. Feedback and action plan metrics can also help you determine ways to improve Biggy AI's responses by adjusting action plan settings or by providing Biggy AI with additional context.

The Analytics module contains two sections:

Usage Metrics - Information on who is using Biggy AI and how they're interacting with it.
User Feedback - Details about the feedback your users gave to Biggy AI's query responses.

Key Features

See how many queries were sent to Biggy AI, and which users are interacting with Biggy AI the most.
Determine which action plans your users trigger most often during queries.
View detailed Biggy AI interactions including the full text of queries and responses.
See the specific feedback your users gave Biggy AI.

Usage Metrics

The Usage Metrics section provides detailed information on how often your users interact with Biggy AI, which users utilize Biggy AI the most, and which action plans Biggy AI uses to answer user queries.

The following report widgets are available in the Usage Metrics section:

Report	Description
User Queries	A line graph displaying how many times users interacted with Biggy AI on each day, over the past 90 days.
Action Plan Usage	A pie chart displaying the number of times each action plan was used, and the top 5 most used action plans.
Unique Users	The number of unique Biggy AI users over the past month, and the percent increase or decrease from the previous month.
Total User Queries	The total number of user queries over the past 3 months.
Returning User Rate	The percentage and number of users out of the total users who have placed more than 3 queries.
Monthly Active Users	The number of monthly active users over time, over the past 3 months. You can hover over a dot on the line chart to see the exact number of active users for that month.
Top Users	The top 10 Biggy AI users for your organization based on the number of queries placed.
Action Plan Execution Heatmap	A heat map displaying each of your action plans, and the number of times the action plan was used for each week over a 3 month period.
Action Plan Execution Bar Chart	A bar chart displaying how many times each action plan was used for each week over a 3 month period.
Usage Details	A table displaying details about how your users are interacting with Biggy AI. Each line on the table displays: • User • the user who placed the query • User query • the full query that the user asked Biggy AI • Action plan • the action plan that Biggy AI used to answer the query • Date • the date the query was placed • Response • Biggy AI's response to the user query. To view the report in CSV format, click Export to CSV.

User Feedback

The User Feedback reports show you details about the feedback your users gave on Biggy AI's responses. You can use these reports to see how much time Biggy AI is saving for your operators, and find areas where Biggy AI may need more context to improve responses.

For more information about giving Biggy AI feedback, see the Provide Biggy AI Feedback documentation.

The following report widgets are available:

Report	Description
Positive Feedback	The percentage and number of Biggy AI responses that users rated with a thumbs-up.
Negative Feedback	The percentage and number of Biggy AI responses that users rated with a thumbs-down.
Average Time Saved	The average amount of time in minutes saved for each query that Biggy AI helped with, and the median amount of time in minutes.
User Feedback	A table displaying detailed feedback that users gave Biggy AI about responses to their queries. The following information is displayed: • Sentiment • whether the query received a thumbs-up or thumbs-down rating from the user • Feedback text • the feedback that the user gave Biggy AI on the response • User query • the original query that the user asked Biggy AI • Date • the date and time of the user query • Context issues • displays any context issues. Missing context means that no context was shared, wrong means the context was incorrect and should be updated. • Minutes saved • the number of minutes that Biggy AI saved the user in troubleshooting or solving the issue • Response • the response that Biggy AI gave to the user query To view the report in CSV format, click Export to CSV.

Next Steps

Find an overview of the Biggy AI Web App.

Find best practices and tips for Managing Incidents with Biggy AI.

Updated 8 days ago