The reporting for Chatbot serves as an important tool for measuring the achievements of the Chatbot. It also helps you find out the areas where your Chatbot needs improvement.
Comm100 Reporting provides metrics that matter most to the performance and service quality of your Chatbot. You can use it to improve your Chatbot’s performance by providing actionable goals to it.
Comm100 provides Chatbot Reporting for the following features:
- Chats & Tickets
- Answers
- High Confidence Answers
- Rating
- Chatbot & Agent
- Chatbot Usage
- Top Intents
- Collected Leads
- Booked Meetings
The Chats & Tickets report provides information on the number of chats and tickets handled by the chatbot. You can use this report to check the utilization of the chatbot in comparison to the agent.
The report includes the following metrics:
- Chatbot Only Chats & Tickets
- Chats & Tickets from Chatbot to Agent or Offline Message
- Percentage of Chatbot Only Chats & Tickets
- Chatbot Only Chats
- Chats from Chatbot to Online Agent
- Chats from Chatbot to Offline Message
- Chatbot Chat Time
- Agent Chat Time
Metrics | Description |
| Chatbot Only Chats & Tickets | The total number of chats and tickets that occurred between visitors and Bot only. |
| Chats & Tickets from Chatbot to Agent or Offline Message | The total number of chats and tickets that are initiated with Bot and then transferred to a human agent or left an offline message. |
| Percentage of Chatbot Only Chats & Tickets | The percentage of Chatbot Only Chats & Tickets to the total number of chats and tickets involving Chatbot. |
Chatbot Only Chats | The number of chats that occurred between visitors and Bot only. The chats are also included if visitors chose to transfer to a human agent but were missed or refused by agents. |
Chats from Chatbot to Online Agent | The number of chats that are initiated with Bot and then transferred to a human agent. These chats needed human intervention and could not be handled successfully by the bot. Analyze where the bot needed a human agent to take over. This can be used to improve intents which will improve the bot’s performance. |
Chats from Chatbot to Offline Message | The number of Chatbot chats during which visitors chose to transfer to an agent (or were transferred via smart triggers) and left an offline message when no agent was available. |
Chatbot Chat time | The total duration when Chatbot chatted with visitors, including in the chats that were transferred to agents. |
Agent Chat time | The total duration when agents chatted with visitors in chats that were transferred from the Chatbot. |
The Answers report provides insights into answers in intents. You can analyze this report to improve answers in your intent library.
The report includes the following metrics:
- Answers
- High Confidence Answers
- Possible Answers
- Generative Answers
- No Answers
- Percentage of High Confidence Answers
- Percentage of Generative Answers
Metrics | Description |
Answers | The total number of answers using this metric. It is calculated as a sum of all Possible answers, High Confidence answers, and No Answers. |
High Confidence Answers | The number of High Confidence Answers that the chatbot provides to the visitor. |
Possible answers | The number of times the chatbot provided a Possible Answer to the visitor’s question. |
Generative Answers | The total times when Chatbot generated responses to visitors through deep learning and analysis of information sources. |
No Answers | The number of times when Chatbot cannot answer visitor's question. |
Percentage of High Confidence Answers | The percentage of High Confidence Answers to the total number of answers the Chatbot has sent. |
| Percentage of Generative Answers | The percentage of Generative Answers to the total number of answers the Chatbot has sent. |
The High Confidence Answers report helps you to gain insight into the accuracy of High Confidence Answers and adjust the score accordingly.
Hight Confidence Answers is based on the number of Helpful and Not Helpful ratings given by visitors on answers provided by the chatbot.
The report includes the following metrics:
- High Confidence Answers
- Helpful Rate
- Not Helpful Rate
- No Rate
Metrics | Description |
High Confidence Answers | Displays the total number of High Confidence Answers. |
Helpful | Displays the number of times users rated High Confidence Answers given by chatbot as Helpful. |
Not Helpful | Displays the number of times users rated High Confidence Answers given by chatbot as Not Helpful. You can use it to analyze the related intents, which did not help the visitor and improve them. |
No Rate | Displays the number of High Confidence Answers that were not rated by the users. |
You can use the Rating report to check the visitors’ satisfaction on the overall chat experience provided by the chatbot, on a scale of 1 to 5.
The report includes the following metrics:
- Rating Times
- Rating scores: Score 5, Score 4, Score 3, Score 2, Score 1
- Avg. Score
Metrics | Description |
Rating Times | Displays the total number of times a visitor rated the chatbot. |
Rating Score | Displays the number of times the chatbot received each score. Rating scores can vary on a scale of 1 to 5. |
Avg. Score | Displays the average of all rating scores that your visitors gave to the chatbot. |
The Chatbot & Agent report helps you compare chatbot and agent performance in terms of workload, efficiency, and visitor ratings.
The report includes the following metrics:
- Chats
- Avg. Chat Time
- Avg. Rating Score
- Total Chat Time
Metrics | Description |
Chats | Compares the total number of chats handled by the chatbot with the agent. |
Avg. Chat Time | Compares the average chat time of the chatbot with the average chat time of the agent. |
Avg. Rating Score | Compares the ratings of the chatbot with the ratings of the agent. |
Total Chat Time | Compares the total time taken by agents with total chat time taken by the chatbot to handle all chats. |
The Chatbot Usage report provides data on the usage of Chatbot's Generative Answers and Custom Answers.
The Chatbot Usage report includes the following metrics:
- Action Usage
- Token Usage
Metrics | Description |
Action Usage | The total number of messages the Chatbot sends to visitors. |
Token Usage | Tokens are the basic unit that the Generative Answers feature breaks down text data into for processing. When crafting responses to one visitor question, approximately 5K tokens are typically consumed. |
The Top Intents report is used to view the top used Intent and Category in a period for a Chatbot.
The Collected Leads report provides the number of leads collected by Chatbot. You can view the report By Time and By Chatbot.
By Time:
By Chatbot:
The Booked Meetings report provides the number of meetings booked by the Chatbot. You can view the report By Time and By Chatbot.
By Time:
By Chatbot:
You can read and analyze each report separately from various perspectives. You can analyze the data for All channels or individual channels, and can Filter the report by Site, Campaign, or Bot.
You can choose the Time Range for which you want to check the report and Display the same by Hour, Day, Week, Month, 24*7 or Half-hour. Study each report using the metrics available in it.
The Download button allows you to download the report in a CSV file that can be shared with others.
To check the reports, follow these steps:
- Log in to the Comm100 Control Panel.
- From the left navigation menu, go to Reporting > Chatbot.
- Then you can choose any of the available reports that you want to study and proceed.