Bot Overview

With bot overview analytics, a supervisor can monitor total messages and users interacting with bots, user engagement with the Virtual Agent to understand topic and conversation metrics, etc. For example, on the bot overview, you can view total engagement from each module to identify the module that might need improvement and determine whether your module or topics are effective in reducing bot workload.

First, go to the Analytic menu and click the Virtual Agent menu, then click Bot Overview menu which you can find on the left sidebar. Select Bot to display the bot overview data.

Bot Overview

Component Explanation:

Component	Description
User Message Heatmap	To display graphical representations of user messages based on time (Hours and Days), where the values ​​contained in the matrix are presented as colors.
Total Messages	The line graph indicates how many messages from all users (new users and old users) for the past month.
Total Users	The chart indicates how many users (old users) accessed the bot for the past month.
Bot Messages	The blue line graph indicates how many message conversations between users and bots for the past month.
Customer Messages	The green line graph indicates how many messages from all users (new users and old users) for the past month.
Total Engagement	The total number of times a user interacted with a bot based on knowledge.
Intent Data	Is behavioral information collected about an individual’s online activities, combining both topic and context data based on knowledge.
Intent Score	The total percentage bot recognizes the intention that is entered by the customer based on knowledge.