In Qontak, you can view Bot Performance through the Reports menu. This feature allows you to see how the bot performs when handling customers, such as viewing how many chat rooms have been resolved by the Chatbot. Follow these steps:
Go to the Reports menu.
Then select Bot Performance.
The Bot Performance report will be displayed as follows.
Description:
| No. | Report/Button Name | Description |
| 1 | Date filter | Filters the report based on a specific time range. |
| 2 | Conversation Handle by Bot | Shows the total number of chats that have been handled by the bot. |
| 3 | Conversation Resolved by Bot | Shows the total number of chats that have been resolved by the bot. |
| 4 | Conversation Assigned to Agent | Shows the total number of conversations assigned to an Agent. |
| 5 | Avg. Resolution Time | The average time required by the bot to resolve conversations without involving an Agent. |
In addition, you can also view the Performance Trend graph, which contains a comparison between conversations resolved by the bot and conversations assigned to an Agent by the bot.
Next, you can view the Top Bot Performance report, which displays the Bot Response that is shown to customers most frequently. Here, you can view the name of the bot response and the calculated number of times the bot response was displayed.
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There is also Fallback Rate Details, which displays 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 was created.
2. Total Fallback: the number of fallbacks displayed to customers for each bot response.
3. Total Answered: the number of customers that could be answered by the bot.
4. Confusion Rate: the percentage of fallback responses out of all answered messages. This shows how often the bot fails to understand the customer. -
Finally, there is Customer and Bot Interactions. This graph displays how each customer interaction relates to a specific bot response.
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 it 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 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 upper-right corner of each table and then clicking “Download results”.
This concludes the explanation of how to view Bot Performance in Reports. Next, click here to learn how to make additional settings for Bot Response.