AmplifyReach Admin Reports

Overview

This report provides the details of conversations handled by the BOT

All the data shown for BOT Report are with respect to the Department, Language and Date filter

All the defined departments are available as part of this filter. All BOT conversations are mapped to a Department.

Select the date range, please note that the date range can’t be more than 1 month..

All supported languages by Live Chat Software are available as part of the filter.

Conversation Name

The name of the conversation which the BOT has handled

Department

The department to which the conversation belongs

Total Conversations Handled

Total conversations handled by the BOT

Average Handling Time

Average Handling time for the conversation handled by BOT

Channel

Channel for the Conversation. Example: Web, Facebook, Facebook Workspace, Mobile Apps, etc

Initiated By

This indicates how the chat was initiated. There are two types of chat initiation Proactive or User Initiated

KnowledgeBase Name

FAQ BOT can have multiple Knowledge Base created. The FAQ Knowledge Base name is mentioned out here

Total

This is the count of occurrences for the FAQ question answered from this Knowledge Base

Column	Description
Chat Id	Unique identifier for chat
Initiated By	This indicates how the chat was initiated. There are two types of chat initiation Proactive or Customer Initiated
Department of Conversation	Conversation Department
Conversation/Request Type	Name of the conversation
Department	Agents Department
Visitor Id	Unique id of the visitor
Device Type	Device Type used by customer Example: Web, Mobile, Tablet
Channel	Channel of the customer. Example: Facebook, Web, Mobile, etc
Time Required to Handle Conversation	User friendly time required to handle the conversation by BOT
Time Required to Handle Conversation(seconds)	Time in seconds
Message Count	Total messages flown between BOT & Customer
Chat Initiated Time	Chat Start Timestamp
Chat closed time	Chat Close Timestamp
Chat Transcript	Chat Transcript

Column	Description
Chat Id	Unique identifier for chat
FAQ Name	Name of the FAQ
Department	Conversation Name
Customer input	The question provided by the customer
Answer Level	Answer at which level.
FAQ Answer	Actual Answer shown from the FAQ List
Timestamp	Timestamp