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'.

Generate Report Active vs New User Section

And then, the file will be generated and you can download the file by clicking the 'Download' icon ( ). If you open the file, data will be displayed as shown images below.

Excel File Active vs New User 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.

Excel File Ticket to Handover Agent vs Ticket Bot Section

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.