In Qontak, you can view bot performance through the Report menu. This feature allows you to see how well the bot performs in handling customers, such as viewing how many chat rooms have been resolved by the chatbot. Here are the steps.
Go to the Report menu.
Then select Bot Performance.
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The bot performance report will be displayed as follows.
No. Report Name / Button Description 1 Date filter To filter reports based on a specific time range. 2 Conversation Handled by Bot Shows the total chats that have been handled by the bot.
3 Conversation Resolved by bots Shows the total chats that have been resolved by the bot. 4 Conversation Assigned to Agent Shows the total number of conversations that have been assigned to an Agent. 5 Avg. Resolution Time The average time the bot takes to resolve conversations without involving an Agent. Additionally, you can view the Performance trend graph, which compares conversations that were resolved by the bot with conversations that were assigned to an Agent by the bot.
Next, you can see the Top Bot performance report which displays which bot responses were shown most frequently to customers. Here, you can see the bot response names and the total count of times each bot response was displayed.
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There is also the Fallback rate details, which shows how many Fallback messages were triggered and displays the Confusion Rate for those Bot Responses.
Description of each column:
1. Bot Response Name: the name of the bot response that has been created.
2. Total Fallback: the number of fallback messages shown to customers per bot response.
3. Total Answered: the number of customers that the bot was able to answer.
4. Confusion Rate: the percentage of fallback responses out of all messages answered. This indicates how often the bot fails to understand customers. -
Finally, there is Customer and Bot Interactions. This graph displays how each customer interaction relates to specific bot responses.
Description of each column:
1. Customer name: the name of the customer interacting with the bot.
2. First bot response: shows the first bot response that interacted with the customer.
3. Last Bot Response: shows the last bot response that interacted with the customer before the conversation was 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 reports for Bot response performance, Performance Trend, Top Bot Performance, Fallback rate details, and Customer and Bot Interactions by clicking the ‘three-dot icon’ in the top right corner of each table, then clicking “Download results”.
That concludes the explanation on how to view Bot Performance in Reports. Next, click here to learn how to perform additional settings on Bot Responses.