Access Bot Analytics
To access the Bot Analytics application
- On the left sidebar in LiveEngage, click the icon.
In the Conversational AI dashboard, click Bot Analytics.
The first screen that appears is a list of all your bots. Search or scroll through the list and select the bot for which you want to see data.
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.
|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||The number of messages sent by the consumer and received by the bot. For details on this, see the Messages section in the application.|
|Questions Asked||The number of intentful messages received by the bot. These are dialog starters and other intentful responses to which patterns and intents were matched.|
|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|