Bots are great. You know it, we know it, but sometimes it's important to take stock of just how much of an impact they're having on your front-line communication with students. 

Bot Analytics gives you the chance to review how your bot is performing and provides generous top-level data to assist you with reporting. 

Crucial to unpicking your bot's stats is to understand that the figures provided are a reflection of how the bot has performed over the past 30-days.  

Looking for data over a longer period of time? Head over to the Chat Stats section, select the bot(s) you'd like to analyse data for and choose whatever data-range you would like to analyse. 

With that in mind, let's take a look at the individual statistics to glean how your stats are calculated:

Resolved Conversations

This figure tells us how many closed conversations your bot was involved in where no agents sent a message. Want to know how many conversations the bot completed without any help from a human? Look no further than this. Conversations that humans send even one message in are not counted towards this statistic. 

note: seeing 0% here? Don't panic. It may be that your bot's conversations are still open. If this is the case you can head to Conversations > Assigned to Bot and manually close any inactive conversations. You can also automate closing conversations that have been inactive (no new messages from student or bot) for 8, 24 or 48-hour periods. Head to Bot > Bot Settings > Show Advanced Bot Settings and look for the Close conversations after a period of inactivity field:

Message Success Rate

Want to know how many messages your bot has sent? This is the statistic for you. This area will show you the overall number of messages that the bot has sent successfully. There are two instances where Chat deems a bot's message as being unsuccessful:

  • If your bot responds with "Sorry, I'm not sure what you're trying to ask me." (or any variants of this).
  • A student rates your bot's preceding message as being Not useful.

The Message success rate is calculated as successful messages vs. unsuccessful messages.

Time Saved

One of the more gratifying metrics is Time Saved. This is calculated as the time between the bot's first and final message in any given conversation that the bot has taken part in. 

The hour figure provides an aggregate of total conversation time that the bot has been involved in. We also provided a per conversation average for you. 

Any questions? Feel free to start a live chat with a member of our support team or explore the rest of our academy at your leisure.


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