The Insights dashboard in Admin Center provides you with detailed information about your bot's performance and user interactions.
Some of the information included on the Insights dashboard is also available in Explore. See Analyzing your bot builder activity and Analyzing autoreplies for article recommendations.
This article includes the following sections:
Opening the dashboard
The Insights dashboard is accessed from the bot’s management page.
To view the dashboard
- In Admin Center, click Channels in the sidebar, then select Bots and automations > Bots..
- Click Manage bots.
- Click the bot you want to update.
- Click the Insights tab to display the dashboard.
Understanding the dashboard metrics
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 every 24 hours.
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 – for example, sent messages or selected options presented by the bot. This metric includes all interactions, resolved and unresolved, from the last 7 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. See Automated resolutions in conversation bots for more information.
- Was successfully completed without being transferred to a live agent.
- Was ended by a customer on the last step in an answer branch, or if the bot recommended an article or generated a reply
- Has had no end-user input, including free-text entry and option selection, for 72 hours.
Bot responses
The Bot responses chart breaks down the ratios of the type 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. See Setting up the standard responses.
- 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. See Using AI to generate replies in a conversation bot.
- Showed an answer: The bot presented a custom answer flow. See Designing a conversation bot using answers.
- No response: The bot couldn't provide an answer.
The numbers displayed in this chart represent all responses given to users over the previous 7 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 that can be used to update your conversation bot in ways that can boost its effectiveness.
Resolve intents without answers
This section displays intents, or topics, your customers are asking about during bot conversations that do not currently match an existing bot answer. This helps you uncover gaps in the information provided by your bot so you can create new answers (or improve existing ones), giving your customers a better support experience by avoiding the “Sorry, I didn’t get that” fallback message.
- It is not linked to an existing answer.
- It has been matched to a customer question or comment at least three times over the last 30 days.
- It is related specifically to the conversation bot the questions came through.
You can use the intents displayed here to create new answers for your conversation bot, which can increase the number of customer support requests it can resolve. This, in turn, can lower the percentage of No response results in the response performance chart.
Review conversations
- Unresolved conversations: Bot conversations that were not resolved by the bot (including both conversations that remained unresolved and those that were solved by a live agent).
- Automated resolutions: Bot conversations that were resolved by the bot.
Click either of these links to review the bot conversation transcripts.