Bot reports provide an overview of the performance of virtual assistants connected to your Akece account, such as bots configured via Dialogflow or CSML. These reports include all inboxes with an active bot and display key metrics to help you evaluate the efficiency and effectiveness of automation in your support operation.
Available Metrics
Number of Conversations
Total number of conversations handled by the bot within the selected time period.
Total Responses
Total number of messages sent by bots.
Resolution Rate
Percentage of conversations fully resolved by the bot without human intervention.
Calculation:
(Conversations resolved by the bot ÷ Conversations handled by the bot) × 100
A high resolution rate indicates that the bot is effective in answering questions or completing tasks independently.
Handoff Rate
Percentage of conversations transferred from the bot to a human agent.
Calculation:
(Conversations handed off to agents ÷ Conversations handled by the bot) × 100
A high handoff rate may suggest that the bot is struggling to manage certain interactions — these cases should be reviewed to improve your bot’s flow.
Available Charts
Resolved Conversations
Shows the number of conversations successfully completed by the bot over time.
Conversations Handed Off to Agents
Displays the volume of handoffs made by the bot during a specific period.
Why Use Bot Reports?
Bot reports help you understand:
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Whether your bots are resolving requests independently
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When and why handoffs to agents occur
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Opportunities to optimize your automation flows
You can access the bot reports by clicking on the Reports icon in the sidebar and selecting the Bots tab.
If you need help interpreting these metrics or optimizing your flows with Dialogflow or CSML, reach out to our team:
📩 [email protected] | 📱 @akece.ai