The first screen that displays in the Analytics app is a list of all of your bots. Search or scroll through this list and click on the bot for which you want to see data.

Views

After clicking on a bot, you will be brought to the Overview. Clicking on "Overview" in the upper-left will show all of the available views.

In any view for a bot, you will be able to change the date range and timezone in the upper-right.

In any view other than the Overview, you are able to download the results to a CSV file via the download button under the date filter.

Metrics

Name Description
Users Number of unique users connected to bot
Conversations Number of LiveEngage Conversations in which the bot is a participant
Automation Sessions (Deprecated) Number of times a bot connects to a conversation
Average Session Length (Deprecated) Average of the time lapse between bot connection/disconnection to a conversation
Escalations Number of times a bot transfers a user to a different skill/agent
Conversation Escalation Rate Percentage of conversations that are transferred to a different skill/agent
Messages Number of messages sent or recieved by bot
Questions Asked Number of messages recieved by bot
Matched Intents Number of questions asked that are matched with intents or Knowledge Base articles
Unmatched Phrases Number of questions asked that are not matched with intents or Knowledge Base articles
Intent Matched Rate Percentage of questions asked that were matched