Bot Engagement

Now track key metrics like human handover percentage, number of bot conversations, CSAT score of a specific chatbot.

Accessing the Bot Engagement Report

To access the Agent Availability Report, navigate to the REVE Chat dashboard and follow these steps:

1. Click on the Reports section from the left-hand menu.

2. Select Chatbot Report.

3. Click on Bot Engagement.

Key Features of the Metrics Report

Filters and Options

1. Time Range Selection:

   • Today: Displays bot engagement data for the current date

   • Last 1 Day: Displays bot engagement data for the past 24 hours.

   • Last 7 Days: Displays bot engagement data for the past 7 days.

   • Last 30 Days: Displays bot engagement data for the past 30 days.

   • Custom Range: Displays bot engagement data for selected data range

2. Bot Filter: Allows you to filter data for specific chatbots or view data for all chatbots using a drop-down menu.

3. Channel Filter: Allows you to filter data for specific channels using a drop down menu

Visual Representation

• Total Sessions: refers to the number of customer that chatbots have actively managed and responded to within a given timeframe.

• Human Handover: refers to the number of chats that have been transferred to a live agent.

• Goal Completed: refers to the percentage score of a chatbot reflects the level of customer satisfaction based on their interactions with the bot

• Bot Conversations: refers to the date wise total bot conversations completed.

• Human Handover (%): refers to the daily percentage of chatbot sessions that required a handover to a human agent, providing insight into how often chatbots needed human intervention.

• Avg. Fallback Per Sessions: measures how often a chatbot fails to understand user queries within each session, showing potential gaps in the bot’s ability to respond accurately.

Bot Overview

Bot overview provides the details of all the available chatbots. From total bot session , avg. session duration, etc. users can get how their chatbot is performing.