In Custom Report, data of each Comm100 product is organized into multiple datasets. Each dataset contains a subset of metrics and attributes that can be used to build reports.
This article introduces all the metrics and attributes available for Bot datasets. Bot datasets include the following:
- Chatbot Intent Detection Record
- Task Bot Trigger Record
Chatbot Intent Detection Record Dataset
Chatbot Intent Detection Record Metrics
Metric | Definition | Supported Aggregator |
Answers | The total answers the Chatbot sent to visitors. This metric is a sum of all the High Confidence Answers, Possible Answers, and No Answers. | Count |
Helpful Rate | The number of times users rated High Confidence Answers given by Chatbot as Helpful. | Count |
High Confidence Answers | The number of High Confidence Answers sent by Chatbot. | Count |
% of High Confidence Answers | The percentage of High Confidence Answers to the total answers Bot has sent. | Percentage |
No Answers | The number of times when Chatbot did not provide an answer to the visitor. | Count |
No Rate | The number of High Confidence Answers that were not rated by the users. | Count |
Not Helpful Rate | The number of times when users rated High Confidence Answers given by Chatbot as Not Helpful. | Count |
Possible Answers | The number of times the Chatbot provided a Possible Answer to the visitor’s question. | Count |
Chatbot Intent Detection Record Attributes
Attribute | Description |
Agent Assignee | The agent that the ticket or chat is assigned to. |
Assignee Type | The assignee type. Values include Chatbot and Agent. |
Task Bot Trigger Record Dataset
Task Bot Trigger Record Metrics
Metric | Definition | Supported Aggregator |
Completed Times | The number of times a Task Bot chat reaches the end of a flow. | Count |
Completion Rate | The percentage ratio of the Completed Times to Total Trigger Times. | Count |
Task Bot Usage | The number of Task Bot actions that are triggered. | Count |
Triggered Times | The number of times that the Task Bot is triggered. | Count |
Uncompleted Times | The number of times the visitor ends the Task Bot chat in the middle of a flow, or the agent takes over the Task Bot. | Count |
Task Bot Trigger Record Attributes
Attributes | Description |
Task Bot | The Task Bot name. |
Trigger Type | The way the Task Bot is triggered. Values include Pre-chat, Chatbot, Agent, and Task Bot. |
Record Created Time | The time when the Task Bot was triggered. The sub-options include By day, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, Quarter of the year. |