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.
Tickets
Shows you the number of escalations by email or forums that were performed in the widgets (Email button).
Chats
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:

Featured

Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of September 14, 2021

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on October 9th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19