Bot reports
See how many conversations your bots and the EngageOne AI Assistant handle, how many they resolve on their own, and how often they hand off to agents.
On this page
The Bot report shows how much work your bots take off your team, and how often a customer still needs a person.
Which bots are included
The report counts conversations in inboxes that have an active bot. That includes:
- An agent bot connected to the inbox. See Agent bots.
- A Dialogflow bot connected through the Dialogflow integration. See Dialogflow.
- An EngageOne AI Assistant connected to the inbox, if the AI Assistant is turned on for your account. See EngageOne AI Assistant.
Note: The report looks at which inboxes have an active bot right now. If you remove a bot from an inbox, that inbox's past conversations no longer appear in the report.
Open the Bot report
- Go to Reports → Bot.
- Choose a date range at the top of the page, such as Last 7 days, Last 30 days or Custom date range.
- Choose how to Group By: Day, Week, Month or Year. The options depend on the length of the period.
You need to be an administrator, or have a custom role with Manage reports, to see reports.
Summary metrics
| Metric | Meaning | How it's calculated |
|---|---|---|
| No. of Conversations | Conversations handled by a bot. | Conversations created in the period in inboxes with an active bot. |
| Total Responses | Replies sent in those conversations. | Count of outgoing messages in those conversations. |
| Resolution Rate | Share of conversations the bot resolved on its own. | Bot-resolved conversations ÷ conversations handled by the bot × 100. |
| Handoff Rate | Share of conversations passed to a human. | Conversations handed off to agents ÷ conversations handled by the bot × 100. |
Rates are shown as whole percentages. A dash (--) means there was nothing to calculate in the period.
What counts as a resolution
A conversation counts as resolved by the bot when it is resolved and no agent sent a reply in it. If an agent replied at any point, the resolution belongs to the team, not the bot.
What counts as a handoff
A conversation counts as a handoff when the bot passes it to your team, for example when the customer asks for a person or the bot can't answer. Each conversation is counted as a handoff only once.
If a conversation was both handed off and later resolved in the same period, it counts as a handoff, not a bot resolution.
Charts
Below the summary, two charts show the trend over your chosen period:
| Chart | What it shows |
|---|---|
| Resolution Count | Number of conversations the bot resolved in each day, week, month or year. |
| Handoff Count | Number of conversations the bot handed to your team in each period. |
Reading the numbers
- High resolution rate, low handoff rate – the bot answers most questions. Spot-check a few resolved conversations to make sure customers really got what they needed.
- High handoff rate – customers often need a person. Look at the handed-off conversations to find missing answers you can add to your bot or AI Assistant.
- Resolution and handoff rates add up to much less than 100% – many conversations are still open, or were closed by an agent without a handoff.
Tip: Compare the Bot report with the CSAT report to see whether faster bot answers also keep customers happy.