On Qontak, you can see bot performance via the Report menu. This feature allows you to see how the bot is performing in handling customers, such as seeing how many chat rooms the chatbot has resolved. Here are the steps.
- Enter the Report menu.
- And select Bot Performance.
- Then the bot performance report will be displayed as follows.
No.
Report Name/Button
Description
1
Date filter
To filter reports based on a certain time range.
2
Conversation Handled by Bot
To download the report.
3
Conversation Resolved by Bot
Shows the total chat that has been resolved by the chatbot.
4
Conversation assigned to agents
Shows the total number of conversations assigned to agents
5
Avg. Resolution Time
The average time it takes a bot to complete a conversation without involving an agent.
- In addition, you can also see the Performance Trend graph, which contains a comparison between conversations resolved by bots and those assigned to Agents.
- Next, you can see the Top Bot performance report that shows which bot responses are most often displayed to customers. Here, you can see the name of the bot response and the calculation of the total number of bot responses displayed.
- There is Fallback rate, which will display how many Fallback messages were triggered and shows the Confusion Rate of the Bot Response.
Description of each column:
1. Bot Response Name: the name of the bot response that has been created.
2. Total Fallback: the number of fallbacks displayed to customers per bot response.
3. Total Answered: the number of customers the bot was able to answer.
4. Confusion Rate: the percentage of fallback responses out of all messages answered. This shows how often the bot fails to understand the customer. - Lastly, there is Customer and Bot Interactions. This graph will show how each customer interaction relates to a specific bot response.
Description of each column:
1. Customer name: the name of the customer who interacted with the bot.
2. First bot response: shows the response of the first bot that interacted with the customer.
3. Last Bot Response: shows the response of the last bot that interacted with the customer before being resolved or assigned to an Agent.
4. Channel: where the conversation took place.
5. Created at: when the room/conversation was created. - Next, you can download the Bot response performance, Performance Trend, Top Bot Performance, Fallback rate details, and Customer and Bot Interactions reports by clicking the ‘three-dot icon’ in the right corner of each table and then choose “Download results”.