# Solvemate Dashboard & KPIs

Our dashboard contains **all key KPIs and data** to analyze and evaluate the performance of your Bot. This is the basis of **making informed decisions** about its **continuous optimization**.

### Conversations started

When the end-user **answers the first question** in the bot, a conversation is started.

### Solutions displayed

This measures the **total amount of solutions that were shown** to the users in a given timeframe.

➡️ Your plan limitation is based on this KPI.

### Self-Service Rate

Measures the % of end-users that **did not reach out to your support** (neither via form, livechat or phone) after a solution was proposed to them. The higher this KPI is, the better.

➡️ On average, Solvemate customers have a self service rate of 70%.

### Verification Rate

Measures the % of end-users **that verified** if a solution was “helpful”/👍 or “not helpful” 👎.

➡️ It’s normal if your verification rate is below 50%, as many users tend to not leave any feedback.

### Solutions verified as correct

Measure the % of solutions **verified correctly** by the users 👍.

➡️ The goal is to reach at least 60% of verified correct answers.

### Solutions verified as incorrect

Measure the % of solutions **verified incorrectly** by the users 👎.

### Time to Solution

Measures the average time that it took to the end-users **to reach a solution** after having started a conversation.

### Widget loaded

Measures how many times the pages with the bot integrated **were loaded**.

### Widget opened

Measures how many times the **beacon was clicked on and opened**.

➡️ If you’re using the modal or the inline integration, then this KPI would be equal to widget loaded.

### The Conversation Funnel

The Conversation Funnel visualizes the **totals and % of specific events**. All data points relate to the previous one respectively.

### CSAT

Customer satisfaction score or CSAT **measures the % of 😀 and 😍 customer feedback** among all feedback given after a solution was proposed.

➡️ ️The goal is to reach at least 70% CSAT.

### Intended handover

These are all handovers that resulted out of a handover that is **connected to a solution**.

### Unintended handover

These are all **handovers that happened after a customer clicked 👎** for the given solution.

➡️ Those handovers are the ones you chose as **Fallback options** in the components tab.