BA introduction
Introduction
Bot Analytics metrics on Report Center is intended to provide early access data to metrics of your bots, so you can use the data to understand bot activity/operations and thereby determine bot effectiveness.
Goals
- Bot level aggregation utilized in RC provides access to bot in conjunction with conversation metrics for performance.
- Provide access to the bot operation and usage of an account via bot intents and bot match rate metrics.
- Bot intent tuning opportunity to optimize bot and better the bot performance.
- Utilize bot dimensions to filter for bot conversation, bot interactions, and bot custom event on report center
Metrics for the upcoming release are listed below. *** more metrics are added every week
| Metric | Measure/ Dimension | Level | Dimensional Aggregations | Definition
|
Bot Custom Event Name
| Dimension | Segment | Total Bot Custom Event | Name of the scripting function configured in a bot interaction |
| Total Bot Custom Event | Measure | Segment | Bot Custom Event Name | Number of times a custom event is triggered in bot conversations |
| *** Bot Interaction Name | Dimension | Segment | Total Bot Interaction | Name of the configured bot interaction |
| *** Total Bot Interaction | Measure | Segment | Bot Interaction Name | Number of times a bot interaction is used in bot conversations |
| Bot Intent Match Type | Dimension | Segment | Total Bot Intent Match | Type of bot intent matches with the customer phrases (Intent, Pattern, Regular Expression, Small Talk, Evaluate Options, Exact Value etc.) |
| Total Bot Intent Match | Measure | Segment | Bot Intent Match Type | 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 UnMatched Intents | Measure | Segment | Agent Name
| Number of times customer phrases are unmatched and do not contain any intents in a bot conversation |
| Total Bot Questions Asked | Measure | Segment | Agent Name | Sum of # Bot Intent Match and # Bot UnMatched Intents |
| Bot Intent Match Rate | Measure | Segment | Agent Name | Total # Bot Intent Match / Total # Questions Asked |
| ***Total Bot Transfer | Measure | Segment | Agent Name | Total number of transfer initiated during a bot conversations (Bot to bot and bot to human) |
(**Limitations or upcoming)
Limitation
- BA metrics are marked as Early Access on Report Center due to longer delay time for metrics and event update. Also, a parallel process to update delayed metrics is under development.
- Bot containment metrics are currently unavailable due to ongoing development.