The Bot Analytics group of reports provides an essential solution for monitoring and understanding your team's performance. You can utilize our ready-to-use curated reports or use a combination of metrics from the following modules to create your own reports:
This article explores each module and highlights the benefits they offer.
Answers Module
The Answers module contains metrics that allow you to create reports to analyze the performance and effectiveness of the knowledge base Question and Answers.
The list of metrics that you can find under the Answers module are:
| Attribute Name | Attribute Type | Definition |
|---|---|---|
Attribute name | Attribute type | Definition |
Conversations | Metric | Count of conversations where the “Answers” module was triggered |
User Queries | Metric | Count of questions asked by the users |
Answered | Metric | Count of user queries where the bot was able to provide an answer |
Recommendations | Metric | Count of user queries where the bot responded with a Q&A recommendation |
Feedback provided | Metric | Count of feedback provided by the users when the bot responded with a Q&A recommendation |
Positive feedback | Metric | Count of positive feedback provided by the users when the bot responded with a Q&A recommendation |
Negative feedback | Metric | Count of negative feedback provided by the users when the bot responded with a Q&A recommendation |
No feedback | Metric | Count of Q&A recommendation where the users didn’t provide feedback |
Unanswered | Metric | Count of user queries where the fallback action was triggered and the bot could not come up with a response |
Natural Language | Metric | Count of all the responses provided by the bot |
Utterance initiated at | Filter, group by, underlying data | Timestamp at which the customer sent a message |
Question | Filter, group by, underlying data | Title of the articles/Q&A configured on that bot |
Question id | Filter, group by, underlying data | Unique id corresponding to each Q&A on the bot |
Response language | Filter, group by, underlying data | The language in which the bot provided a response to the customer |
User query id | Filter, underlying data | Unique id associated with each user message |
Conversation id | Filter, group by, underlying data | Unique id for a bot conversation |
User query text | Filter, group by, underlying data | The content of the message sent by the user |
Bot | Filter, group by, underlying data | Name of the bot on which conversations were initiated |
Bot version | Filter, group by, underlying data | The version of the bot on which the conversation were initiated |
Feedback | Filter, group by, underlying data | Feedback provided by the user on a Q&A response |
NLP module type | Filter, group by, underlying data | The type of NLP feature being used - QA or Intents |
Answer response type | Filter, group by, underlying data | The type of response provided by the bot on a user message - Single recommendation, Multiple recommendations, Small talk or Unanswered |
Unique response id | Underlying data | Unique id associated with every response provided by the bot |
| Bot variables | Filter, Group by, Underlying data | Provides a list of all the bot variables stored on bots and the ability to filter/aggregate on any of those variables |
Messages Module
The Messages module contains metrics that help you create reports to analyze the conversation messages, enabling you to enhance the message quality and reduce resolution time.
The metrics available in this module are:
Attribute name | Attribute type | Definition |
Message | Metric | Count of messages sent in an interaction |
Message Type | Filter and Group by | The type of the message (carousel, drop down, calendar, image, attachments, private note, mention, etc) |
Sent By | Filter and Group by | Nested: User (name), agent (name), API, BOT |
Response Time - milliseconds | Metric | The time taken by the agent to send a response after the last message from the user |
Sent At | Filter and Group by | Timestamp when the message was sent |
customer | Filter and Group by | A unique id corresponding to every user who has a bot conversation |
conversation id | Filter and Group by | Unique id for a bot conversation |
Created date | Filter and Group by | Time of creation of |
Message input type | Filter and Group by | Timestamp when the message was sent |
author | Filter and Group by | Identifier for the sender of the message on the conversation - Bot, Customer, System |
Message text | Filter and Group by | The content of the message that was sent during the bot conversation |
Bot | Filter and Group by | Name of the bot on which conversations/messages were initiated |
Flow | Filter and Group by | The flow on which a particular message was sent in the bot conversation |
Bot version | Filter and Group by | The version of the bot on which the conversation/message was initiated |
Milestone | Filter and Group by | A unique identifier for individual node (can be setup by clicking on the flag icon beside any dialog on the bot builder) |
status | Filter and Group by | The current status of the bot conversation - Open, Closed |
Dialog id | Filter and Group by | The unique dialog id corresponding to the message on the bot conversation (dialog id is shown beside each node configured on the bot builder ) |
Feedback type | Filter and Group by | The type of feedback response shown to the customer - star rating , opinion poll, comment |
Feedback star rating | Filter and Group by | Star rating value of the Feedback provided by the user |
Feedback opinion poll | Filter and Group by | Opinion poll feedback provided by the user - Yes/No |
Bot name | Filter and Group by | Name of he bot on which the conversation was initiated |
| Bot variables | Filter, Group by, Underlying data | Provides a list of all the bot variables stored on bots and the ability to filter/aggregate on any of those variables |
Conversations Module
The Conversation module contains metrics that help you create reports based on conversation messages and statuses. With this data, you can determine the source of conversation, which gives you context on the traffic across channels and origins.
The metrics available under this module are:
Attribute | Attribute Type | Definition |
Conversations | metric | A new or reopened (after resolution) conversation thread in a channel |
Agent handover rate | metric | The count/percentage of conversations handed over to the agent by the bot |
Drop off rate | metric | The count/percentage of conversations where the end-user left the conversation without reaching the logical end of the bot flow. |
Messages | metric | Count of messages sent in an interaction |
User messages | metric | The number of messages users send before a conversation is abandoned or resolved |
Bot messages | metric | The number of messages sent by the bot before a conversation is abandoned or resolved. |
customer | metric | A unique identifier for the user that interacts with the bot |
Landing URL | Filter and group by | The URL on which the bot conversation was initiated |
Conversation id | Filter and group by | Unique id for a bot conversation |
Created date | Filter and group by | Timestamp at which the bot conversation was initiated |
Conversation hash | Filter and group by | A unique alphanumeric identifier for any conversation with the bot |
status | Filter and group by | Current status of the conversation. For example, New, open, unassigned, assigned, resolved, deleted, Any (includes all interactions) |
bot | Filter and group by | Name of the bot on which conversations were initiated |
Bot version | Filter and group by | The version of the bot on which the conversation was initiated |
flow | Filter and group by | Name of the flow on which the conversation was triggered |
Resolution type | Filter and group by | The mode of resolution for a bot conversation. |
Agent handover type | Filter and group by | The mode of agent handover for a bot conversation. |
External ticket id | Filter and group by | A custom parameter that can be set to capture a particular variable during the course of a bot conversation |
Language | Filter and group by | The language to understand the performance of multilingual bots |
| Bot variables | Filter, Group by, Underlying data | Provides a list of all the bot variables stored on bots and the ability to filter/aggregate on any of those variables |
Last traversed dialog | Filter and group by | The dialog id of the last dialog that the user saw on a bot conversation |
API Response
The API response module contains metrics that help you create reports to analyze the API performance and understand the traffic flow of the API calls made, enabling you to streamline API flows.
The list of metrics under this module are:
Attribute Name | Attribute Type | Definition |
API response | metric | Count of API calls made through bot conversations |
Status | Filter, Group by, Underlying data | Status code received on the response of the API call |
Conversation ID | Filter, Group by, Underlying data | Unique ID corresponding to each bot conversation |
Time taken | Metric, Filter, Group, Underlying data | Tme taken to get a response after an API call is made |
Response date | Filter, Group by, Underlying data | Timestamp at which the response of the API call was received |
Customer | Filter, Group by, Underlying data | A unique identifier for the user that interacts with the bot |
API Name | Filter, Group by, Underlying data | Name of the API configured in the API library section of the bot |
Flow | Filter, Group by, Underlying data | Name of the flow on which the API was triggered |
API triggered at | Filter, Group by, Underlying data | Timestamp at which the API call was made |
Bot | Filter, Group by, Underlying data | Name of the bot on which an API was initiated |
Bot version | Filter, Group by, Underlying data | Version number of the bot on which an API was initiated |
| Bot variables | Filter, Group by, Underlying data | Provides a list of all the bot variables stored on bots and the ability to filter/aggregate on any of those variables |
Feedback Module
The feedback module comprises metrics that help you analyze the customer feedback for your bots. You can utilize the metrics to create reports to understand the customer experience with bots, identify pain points, and improve bot performance.
The list of metrics under this module are:
Attribute | Attribute type | Definition |
Feedback | metric | Provides the count of feedback provided across bot conversations |
Survey rating results | Metric, filter, and group by | Rating provided by users on a Star rating scale |
No of rating results | metric | Count of star ratings provided across bot conversations |
No of yes/no results | metric | Counf of yes/no ratings provided by users across bot conversations |
Survey yes or no results | Filter and group by | Yes or No rating provided by the users on a bot conversation |
Message id | Filter and group by | Unique message id where the feedback was provided by the user |
Feedback type | Filter and Group by | Opinion poll/star rating |
Opinion poll taken | Filter and Group by | Flag to identify if an opinion poll was taken by the user in a conversation |
Customer | Filter and Group by | Unique identifier for a customer |
Conversation hash | Filter and Group by | A unique alphanumeric identifier for any conversation with the bot |
Star rating provided | Filter and Group by | Flag to identify if a star rating was provided by the user on a conversation |
Question | Filter and Group by | The question on which the feedback was provided by the user |
Survey responded date | Filter and Group by | Timestamp at which the feedback was provided by the user |
Milestone | Filter and Group by | A unique identifier for individual node (can be setup by clicking on the flag icon beside any dialog on the bot builder) |
Bot | Filter and Group by | Name of the bot on which conversations were initiated |
Bot version | Filter and Group by | The version number of the bot on which the conversation was initiated |
Flow | Filter and Group by | The flow on which a particular message was sent in the bot conversation |
Conversation id | Filter and Group by | Unique id corresponding to a conversation with a bot |
| Bot variables | Filter, Group by, Underlying data | Provides a list of all the bot variables stored on bots and the ability to filter/aggregate on any of those variables |
Sessions
The Session Analytics module comprises metrics that provide insights into every bot session and understand the usage patterns. With this data, you can understand how you are charged for each bot session, analyze the tickets associated with every logged session and know the trend of the issues your customers are facing.
The list of metrics under this module are:
Attribute | Attribute Type | Definition |
Sessions count | Metric | Provides the count of all the unique sessions corresponding to all the filters/aggregations applied on the report |
Sessions | Metric | Count of all the different tickets that were a part of any of the sessions |
Bot name | Metric, filter, group by | Bot name as available on the bots UI |
Bot version | Filter and Group by | Bot version corresponding to each bot in the bot builder UI |
Channel | Filter and Group by | Channel on which a conversation was triggered, one session can have conversations spanning across multiple channels |
Conversation ID | Filter and Group by | Unique id corresponding to a conversation with a bot |
Customer | Filter and Group by | Unique identifier for a customer interacting with a bot |
Session start time | Filter and Group by | The timestamp at which the session was initiated (Timezone:UTC) |
Conversation created at | Filter and Group by | The timestamp at which the conversation was initiated (Timezone :UTC ) |
Conversation updated | Filter and Group by | The timestamp at which the conversation was last updated (Timezone :UTC ) |
Session ID | Filter and Group by | The unique id corresponding to every session consumed by an accoun |
| Bot variables | Filter, Group by, Underlying data | Provides a list of all the bot variables stored on bots and the ability to filter/aggregate on any of those variables |
Note: All bot variables related data will be populated for conversations initiated on or after 27th July 2024.