Knowledge Center

Bot Analytics Template

Introduction

This document provides a detailed explanation of the Bot Analytics template in the Report Center. It outlines the insights users can gain from the charts and identifies the specific business use cases where each chart should be reviewed

Bot Analytics Template Goals

Provide a high-level overview of bot volumes and performance.
Track bot interactions and custom event usage to help identify potential issues.
Offer insights into areas where the bot excels or encounters challenges.

Bot Analytics Business Use Cases

Top Data Bar
1. The top row of the report provides a high-level overview of the account volume:
  1. Total Conversations: Measures the total number of conversations that match the report filter.
  2. Total Agent Messages: The total number of messages sent by agents, including both bot and human agents. To view only bot messages, filter by "User Type" and select "Bot."
  3. Bot Intent Match Rate: Measures the percentage of consumer queries that are successfully matched by the bot. This metric helps users understand how well the bot is interpreting consumer intent.
  4. Automation Level: Break down the conversation handling by operation type. It shows how many conversations were handled by the bot only, by a human agent only, or by both the bot and human agents.
Bot Matched and Unmatched | Trend
1. This chart offers insights into the percentage of intents successfully understood by the bot. Ideally, we want to see a higher volume of matched intents compared to unmatched ones. The date breakdown allows users to assess bot performance, especially in relation to bot releases or changes in weekend volume.
2. Business Use Cases:
  1. Compare volumes of matched and unmatched bot intents.
  2. Analyze volume differences between days/weeks following bot releases
  3. Measure the bot's success in understanding consumer intent.

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3. Customer Experience | Bot Impact Trend

This chart offers insights into customer satisfaction across different levels of automation. It allows users to determine whether CSAT is higher for conversations handled solely by the bot.

Business Use Cases: Analyze customer satisfaction based on the level of automation in the conversation.

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4. Bot Detail Grid

This view provides users with a comprehensive overview of all bots, allowing them to see which bots are active or inactive, along with their usage and performance metrics. The table offers a high-level understanding of each bot's effectiveness.

Business Use Cases:

Identify active bots and those with low volume or inactivity.
Measure bot interaction volumes by reviewing total conversations.
Assess bot performance by analyzing CSAT (Customer Satisfaction) and FCR (First Contact Resolution) scores.

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5. Bot Interaction Usage

This table tracks how often interactions are triggered within the bot. It helps identify which interactions are triggered most frequently and which are triggered the least. If certain interactions, which are expected to trigger more frequently, show low usage, it can help pinpoint potential issues with the interaction or bot settings.

Business Use Cases:

Understand overall bot interaction usage.
Identify interactions with low volumes and investigate potential issues with their settings.

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6. Bot Custom Events Usage

This metric shows how frequently custom events are triggered, providing insights into the bot's activity. Based on this data, users can take appropriate action to optimize performance.

Business Use Cases:

Understand the overall usage of custom events.
Identify bot failures and successful interactions for further optimization.

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Primary Measures and Dimensions List

Name	Type	Definition
Bot Name	Dimension	Bot Name
Bot Intent Match Type	Dimension	Type of bot intent matches with the customer phrases (Intent, Pattern, Regular Expression, Small Talk, Evaluate Options, Exact Value etc.)
Bot Interaction Name	Dimension	Name of the configured bot interaction
Bot Custom Event Name	Dimension	Name of the scripting function configured in a bot interaction
Total Bot Match Intent	Measure	Total number of times a bot intent match type (Intent, Pattern, Regular Expression, Small Talk, Evaluate Options, Exact Value etc.) is used in bot conversations
Total Bot Unmatch Intent	Measure	Number of times customer phrases are unmatched and do not contain any intents in a bot conversation
Total Bot Questions Asked	Measure	Sum of # Bot Intent Match and # Bot Unmatched Intents
Bot Intent Match Rate	Measure	Total # Bot Intent Match / Total # Questions Asked
Total Bot Interaction	Measure	Number of times a bot interaction is used in bot conversations
Total Bot Custom Event	Measure	Number of times a custom event is triggered in bot conversations
Total Bot Transfers	Measure	Total number of transfers initiated during a bot conversation (Bot to bot and bot to human)