Bot Report

Overview

This report provides the details of conversations handled by the BOT

Filters

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

Department

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

Date

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

Table - BOT Summary

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

Table - FAQ Summary

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

Download Report - BOT Summary

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

Download Report - FAQ Summary

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