Use the date range in the top right (default: last month). All metrics always refer to the selected period.
Basic metrics
Booking redirects are teased bookings: the chatbot opens the web booking engine on your hotel website via a prepared link (like a quick booker, with a pre-selected room). These are booking requests, not completed bookings – the actual bookings are shown further down.
The rates (in %)
Commercial evaluations
This section only appears if booking revenue is tracked for your hotel – either via the DialogShift tracking pixel in your booking engine or via an integration (e.g. HNS).
A booking is attributed to the chat when the guest used the chat to inform themselves and then booked – regardless of whether they used a link from the chat.
Usage over time
Reaction times only count live chats within your business hours.
Example
How to read the numbers together:- 16 active users, of which 1 live chat → live chat rate = 6%.
- 65 auto answers with only 1 handover → auto answer rate = 98%: the bot handled almost everything itself.
- 4 booking redirects for 16 users → IBE redirect rate = 25%: one in four users triggered a booking request.
- 8 nights from 4 redirects → on average 2 nights per request.