Introduction

After you access Bot Analytics, the main dashboard is displayed. The dashboard is divided into two parts:

  • At the top, there are account-level metrics and trend charts for all your bots regardless of environment (Demo, Production, and undeployed).
  • At the bottom, there are bot-level metrics for each of the bots.

The trend charts can show data for November 1, 2020 and later.

MACS, Conversation, and Transfers metrics are specific to deployed bots and exclude conversations conducted via the Preview tool. However, the rest of the metrics (Messages, Users, and Intent Match Rate) include conversations conducted via Preview. This means you can test a bot’s performance, for example, its intent matching, without having to deploy it.

Use the dashboard page to get a quick indication of the overall performance of your organization’s automation program.

If you have bots that are hosted in both the LivePerson cloud and the Amazon Web Services (AWS) cloud, you’ll only see the data for the bots within one cloud at a time, namely, the one you’re logged into.

Date range and time zone

On the dashboard, the date range for the displayed data is shown in the upper-right corner.

You can use this filter to show the data for any 7-day date range within the last 13 months. You can also use the date filter to change the time zone in use.

Account-level metrics

  • Conversations: The total number of closed and open Conversational Cloud conversations in which the bots participated.
  • Messages: The total number of messages sent by the consumer and received by the bots. This can be useful for understanding how long it takes to resolve a conversation.
  • Users: The total number of unique users that connected to the bots.
  • Intent Match Rate: The percentage of consumer questions that were matched with intents, patterns, Regex, exact value matches, evaluated options, or Knowledge Base articles. Be aware that the system doesn’t make a determination as to whether a match was a false positive.
  • Transfers: Previously called “escalations.” The total number of transfers to a human agent or another bot, across the bots.

Bot-level metrics

  • MACS: The bot's average Meaningful Automated Conversation Score, or MACS. For more on MACS, see here.
  • Conversations: The total number of closed and open Conversational Cloud conversations in which the bot participated.
  • Messages: The total number of messages sent by the consumer and received by the bot.
  • Users: The total number of unique users that connected to the bot. Note that this metric doesn’t combine visits, i.e., if a user starts a second conversation at a later time, that is treated as a new user.
  • Intent Match Rate: The percentage of consumer questions that were matched with intents, patterns, Regex, exact value matches, evaluated options, or Knowledge Base articles. Be aware that the system doesn’t make a determination as to whether a match was a false positive.
  • Transfers: Previously called “escalations.” The total number of transfers to a human agent or another bot.
  • Language: The language of the bot as specified in the bot’s Bot Language bot setting.

Use the search box in the upper-right corner to find a bot by bot name.