How to read Bot Reports?

Bot Reports provide comprehensive analysis of bot performance across channels with active bots (CSML and Dialogflow).

Access

Navigate to Reports → Bots

Key Metrics

• No. of Conversations: Total conversations handled by bots

• Total Responses: Total messages sent by bots

• Resolution Rate: Percentage of conversations resolved without agent involvement

• Handoff Rate: Percentage of conversations transferred to human agents

Graphs

Resolution Count

Bot-resolved conversations over time

Handoff Count

Bot-to-agent transfers over time

Key Insights

• Higher resolution rates indicate more effective bot performance

• Higher handoff rates suggest potential gaps in bot response capabilities

Benefits

• Track bot performance trends

• Identify areas needing bot response refinement

• Measure automation efficiency in customer support

• Optimize automated customer interactions

Use these reports to improve your bot's effectiveness and reduce agent workload.