Chatbots can improve automation and save time for both customers and staff, but without reporting it is difficult to know if they are performing as intended. Re:amaze's Chatbot report gives you a clear view of how many conversations your chatbots are handling and how successfully they are resolving them.
To access your Chatbot report, navigate to Reports > Chatbot Reports. Before generating your report, you can filter your report by Brand, Tags, or date range. Once you have done this, select Generate Report.
Triggered Amounts and Participation Rate
The Triggered Amounts and Participation Rate represent the same data displayed in two different ways:
- Triggered Amounts: The number of conversations that triggered a bot.
- Participation Rate: The percentage of conversations that triggered a bot, or where a bot participated.
Resolution Rate and Escalation Rate
- Resolution Rate: The percentage of conversations that were automatically resolved by a bot.
- Escalation Rate: The percentage of conversations that were escalated to a human support agent after a bot responded.
Total Bot Counts and Chatbot Details
- Total Bot Counts: A graph showing resolved and escalated conversations within the selected time period.
- Chatbot Details: A breakdown of how individual chatbots are performing, including the number of times each bot was triggered and its resolution rate. This helps you identify underperforming bots that may need adjustments.
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