Download Intents Fallback

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 table intents fallback reports. In the upper right corner of the table, click the 'Download' button. Then, in the dialog box of the download conversation history, click 'Generate Report'.

Generate Report Table Intents Fallback

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 Table Intents Fallback

Component Explanation:

Name	Description
Created Date	Indicates when the fallback intent occurred.
SDK Problem	Indicate the fallback that occurred is not due to an SDK issue.
Bot	Bots are used when customers are interacting and a fallback occurs.
Intent Type	This type of intention consists of the ‘Domain‘ and ‘Dialog‘. The domain is a fallback message that occurs when a customer is interacting with a Bot in the Knowledge FAQ while Dialog is a fallback message that occurs when a customer is interacting with a bot in the Dialog.
Channel	The channel account name is used by customers to interact with Bots.
User	The customer's name who sent the message.
Fallback Intent	By default, fallback intent consists of three types, namely request, inquiry, and complaint. When a customer is interacting with a bot and a fallback occurs, the bot will detect the message entering the fallback inquiry, request, or complaint type. For example, when a customer sends a message in the form of ‘request’ such as ‘what excess chatbot 3dolphins‘ or ‘company email‘ and a fallback occurs, the bot will detect that the message entered into the fallback request. When the intent type is ‘Dialog‘, the fallback intent value is a unique id, this unique ID represents the dialog ID that is running when the customer is interacting with the Bot. For example, When a customer is interacting with a bot in the Covid-19 dialog and a fallback occurs, the fallback intent value in the table will display the Covid-19 dialog ID.
Ticket Number	Unique number for each ticket.
Dialog Name	The dialog's name that occurs fallback. If it is marked as (-), then the fallback that happens is not in the dialog.
Message	Messages from customers in the event of a fallback.