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.
To better understand your bot's performance, navigate to the Bots section and look for the Bot Analytics section on the left-side of the page. Here you can filter your results by some popular pre-defined date ranges. If you're looking for results over a custom date range, head to Stats > Bots instead and use the Custom date range option.
With that in mind, let's take a look at the individual statistics to glean how your stats are calculated:
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, 48 or 72 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.
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.
Median Conversation Length
This metric is only available by heading to Stats > Bots. It compares the median conversation length when comparing conversations which have been:
Assigned to Chatbot - instances where only the bot has taken part in the conversation
Assigned to Human - conversations where the bot has taken no part in the conversation (human only)
Assigned to Both - instances where both the both and your human agents have taken part in the conversation.
This metric is only available by heading to Stats > Bots. It showcases the total number of conversations the bot-only has taken part in vs. conversations where your human agents have been involved.
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.