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Introducing Bot Analytics on Report Center

BA introduction
    Updated:
    1 min read

    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

    1. Bot level aggregation utilized in RC provides access to bot in conjunction with conversation metrics for performance.
    2. Provide access to the bot operation and usage of an account via bot intents and bot match rate metrics.
    3. Bot intent tuning opportunity to optimize bot and better the bot performance.
    4. 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

     MetricMeasure/ DimensionLevelDimensional Aggregations

    Definition

                                                                                           

    Bot Custom Event Name


    		DimensionSegmentTotal Bot Custom EventName of the scripting function configured in a bot interaction
    Total Bot Custom EventMeasureSegmentBot Custom Event NameNumber of times a custom event is triggered in bot conversations 
    *** Bot Interaction NameDimensionSegmentTotal Bot InteractionName of the configured bot interaction 
    *** Total Bot InteractionMeasureSegmentBot Interaction NameNumber of times a bot interaction is used in bot conversations 
    Bot Intent Match TypeDimensionSegmentTotal Bot Intent MatchType of bot intent matches with the customer phrases (Intent, Pattern, Regular Expression, Small Talk, Evaluate Options, Exact Value etc.)
    Total  Bot Intent MatchMeasureSegmentBot Intent Match TypeTotal 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 IntentsMeasureSegmentAgent Name
    		Number of times customer phrases are unmatched and do not contain any intents in a bot conversation
    Total Bot Questions AskedMeasureSegmentAgent NameSum of # Bot Intent Match and # Bot UnMatched Intents
    Bot Intent Match RateMeasureSegmentAgent NameTotal # Bot Intent Match / Total # Questions Asked
    ***Total Bot TransferMeasureSegmentAgent NameTotal number of transfer initiated during a bot conversations (Bot to bot and bot to human)

    (**Limitations or upcoming)

    Limitation

    1.  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.
    2. Bot containment metrics are currently unavailable due to ongoing development. 

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