Traffic Articles

What is the Answered Sessions chart?

The chart contains information about the number of answered sessions per each knowledge base as well as the total answered sessions in all knowledge bases combined.

To view the Answered Sessions chart, log into your Bold360 AI platform and go to Analytics > Traffic > Answered Sessions chart.

What is a Visit, Daily Unique Visitor, and Page load?

Daily Unique Visitor: Counts every visitor once in a time-frame of one day. Bold360 AI uses cookies for this tracking.

Visit: Visit is a time-framed period which user has visited a website. For every 30 minutes of inactivity, a new visit is counted.

Page Load: Counts for each time the widget loads.

How do I know how many monthly answers I have?

The answers shown in the Answered Sessions chart, which display how many sessions have been answered through Bold360 AI, including automatic answers, emails, and chats. To view the Answered Sessions chart, do the following:

  1. In the AI Console, go to Analytics > Traffic.
  2. Go to the Answered Sessions chart.

To download the chart, click on the download arrow located on the right corner at the top of the chart.

Note: If you have more than one knowledge base, the first chart (under 'My Account)' summarizes the answered sessions in all your knowledge bases. The chart below it (under ' X Knowledge Base statistics) summarizes only the answered session in the selected knowledge base.

Scenarios that are counted as answered sessions

What is the Escalation Reduction chart?

Escalation Reduction Rate
Questions that were not escalated to representatives.
Answered Rate
Questions that received an answer and were not escalated.
Escalation Rate
Questions that were asked and escalated to representatives.
Note: Escalation apply to email escalations (submitted via your contact form), while "Chats" apply to chat escalations.

To view the Escalation Reduction chart:

  1. Log into your Bold360 AI account.
  2. Go to Analytics > Traffic .
  3. Go to the Escalation Reduction chart.

What is the Widget Usage Rate chart?

This chart shows the percentage of your site's users who use Bold360 AI. To view the chart, go to Analytics > Traffic.

Go to the Widget Usage Rate chart.

Visit Usage Rate: The percent of interactions (page loads) where the customer used Bold360 AI to get an answer by typing a question or selecting an article.

Visitor Usage Rate: The percent of customers on the website who engaged with the widget.

What is the Widget Traffic chart?

This chart shows an overview of your site's traffic on pages where Bold360 AI is visible for users. To view the chart, in Bold360 AI, go to Analytics > Traffic.

Go to the Widget traffic chart chart.

Page loads: Shows the number of page loads on pages where the Bold360 AI interface is implemented. In other words, a page load is when the widget loads.

Visits: Shows the number of visits to pages where the Bold360 AI interface is implemented.

Daily Unique Visitors: shows the number of new visitors on pages where the Bold360 AI interface is implemented.

What is the Q&A Traffic chart?

To view the Q&A traffic chart, in the Bold360 AI platform go to Analytics > Traffic.

Total Asked Questions
Shows you the number of total asked questions by visitors in the widget, and support center.
Answered by Bold360 AI
Shows you the number of automatic answers that were provided to the visitors by the widgets and support center.
Shows you the number of escalations by email or forums that were performed in the widgets (Email button).
Shows you the number of chats escalations that were performed in the widgets (Chat button).
Click to call
Shows you the number of escalations by phone that were performed in the widgets (Phone button).

What kind of data does traffic analytics provide?

Bold360 AI analytics provides set of predefined charts which shows amount of traffic coming through the system. These charts can be very helpful to determine tendencies in visitors interactions with widget and how it affects your website.

There are six charts in the Traffic section:


Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (* will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.