Download Bot Engagement
Each report on the analytic page can be generated and downloaded to a (.xls, .pdf, .csv, and .txt) file and saved to your local drive for offline viewings such as analysis, sharing, or backup purposes. To download the report, go to Analytic and select the Virtual Agent menu, and click Bot Engagement.
On this page, you can download several reports from each section active users vs new users, ticket to agent handover vs ticket bot and ticket bot handover to agent. In the upper right corner of the selected section, click the 'Download' button. Then, in the dialog box of the download conversation history, click 'Generate Report'.
The following explains the components for reports from the active users and new users on the engagement bot page.
| Name | Description |
|---|---|
Date Added | Indicates report date for total active and new users. |
New User | Total active users on that date. |
Active User | Total new users on that date. |
The following explains the components for reports from the ticket to handover agent vs ticket bot on the engagement bot page.
| Name | Description |
|---|---|
Channel | Indicates the list of channels used in this report. |
Bot Name | The bot's name is in charge of handling the ticket before handover to the agent. |
Date | Indicates report date. |
Ticket Bot Handover to Agent | Total tickets transferred from bot to Agent. |
Ticket Bot | Total tickets are handled only by bots. |
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