The Insights dashboard provides detailed information about your bot's performance. By offering a comprehensive overview of metrics, response performance, and coverage gaps, the dashboard can help you optimize your bot configuration and improve the self-service experience for your end users.
The information on the dashboard is updated hourly.
Some of the information in the Insights dashboard is also available in Explore. See Analyzing your bot builder activity and Analyzing autoreplies for article recommendations.
This article contains the following sections:
Opening the Insights dashboard
You can open the Insights dashboard to view information about your bot's performance.
To view the dashboard
- In Admin Center, click
Channels in the sidebar, then select AI agents and automation > AI
agents. - Click Manage conversation bots.
- Click the bot you want to monitor.
- Click the Insights tab to display the dashboard.
Understanding the dashboard metrics
The dashboard provides a comprehensive overview of bot performance metrics and bot response performance. The information on the dashboard is updated hourly.
This section describes the following areas of the dashboard:
Performance metrics
The dashboard performance metrics offer you a quick glance at the bot's overall performance.
These metrics include:
- Active users: Total number of unique users who actively participated in the conversation, meaning they were sent messages or selected options presented by the bot. This metric includes all interactions, resolved and unresolved, from the last 30 days.
- Transferred to agent: Percentage of unique users who engaged with the bot and were handed over to a live agent, resulting in a ticket. These interactions are considered unresolved.
- Automated resolutions: Percentage of bot conversations resolved by the bot.
For detailed information about how a conversation is resolved by the bot, see About automated resolutions for AI agents.
Bot responses
The Bot responses chart breaks down the ratios of the types of responses the bot presented to end users over the course of their conversations.
Response types include:
- Recommended an article: The bot found a relevant help center article and presented a link to it.
- Generated a reply: The bot found one or more relevant help center articles that addressed the question and shared a summary with the customer in the conversation. Generative replies include a link to the most relevant article.
- Showed an answer: The bot presented a custom answer flow.
- Couldn't answer: The bot couldn't provide an answer.
The numbers displayed in this chart represent all responses given to users over the previous 30 days. However, responses to the Present options step – either the end user selecting an option or entering free text matching a presented option – are not counted.
Next steps to improve performance
The Next steps to improve performance section includes information you can use to update your conversation bot to boost its effectiveness.
Resolve intents without answers
You can view at a glance the top topics customers ask about during bot conversations that do not have existing bot answers. Zendesk AI uses past bot conversations to identify these top customer topics, known as intent suggestions, based on the following:
- The intent is not linked to an existing answer.
- The intent has been matched to a customer question or comment at least three times over the last 30 days.
- The intent is related specifically to the conversation bot the questions came through.
This helps you understand which actions your should take to improve bot performance. You can review your top intents without answers, then click through to the full list of intents to create an answer for an intent or to link an intent to an existing answer. Doing so might increase the number of customer support requests resolved and, in turn, lower the percentage of no bot responses.
For more information, see Reviewing and assigning intents for common questions without bot answers.
Review conversations
- Unresolved conversations: Bot conversations that were not resolved by the bot, including those that remained unresolved and those that were solved by a live agent.
- Automated resolutions: Bot conversations that were resolved by the bot.
For more information, see Reviewing bot conversation transcripts.