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.
The name of the conversation which the BOT has handled
The department to which the conversation belongs
Total conversations handled by the BOT
Average Handling time for the conversation handled by BOT
Channel for the Conversation. Example: Web, Facebook, Facebook Workspace, Mobile Apps, etc
This indicates how the chat was initiated. There are two types of chat initiation Proactive or User Initiated
FAQ BOT can have multiple Knowledge Base created. The FAQ Knowledge Base name is mentioned out here
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 |
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