Reports in Virtual Agent Management

The Reports section, provides insight into the bot. 

There are currently eight reports are available. 

• Unrecognized Utterances - All utterances for which the bot was not able to help the user. 

NOTE: Once the bot has been trained on an utterance it will no longer show in this report. 

• User Feedback- Feedback provided by users about the experience with the Bot. 
• Chat Sessions - All the instances created for the bot.

NOTE: If the user asks multiple questions in a single chat, it is counted as one instance.

• Usage Analytics - Insight about every question, whether it was helpful or not.
• Ticket Details – Basic information on the tickets raised by the chatbot. Including ticket number, user id/email, team ticket assigned to, category, subcategory and status at the time of creation.
• CSAT – Looks at the total number of feedbacks and the average rating by date.
• Abandoned Sessions – Number of sessions left unfinished by date.
• Metrics Summary – Breakdown of standard metrics such as # sessions, # tickets created, # abandoned sessions, # of tickets resolved by the bot, various CSAT-related metrics etc.