Bot analytics show how customers have engaged with bots over time and how many bot goals they have completed over time.
Viewing Bot Analytics
To view the bot analytics, in the left pane, hover over Analytics, and then click Bots. The Activity window displaying the Bots tab appears. The Bots tab contains a chart and statistics of bots.
Chart
The first section on the Bots tab displays a combination chart containing the following symbols:
Bars representing the number of bot goals that customers completed over time.
A line representing the trend in conversation rate over time.
The category (x) axis contains months (Month of) or weeks (Week of) depending on the selected period. The value (y) axis contains the number of bot goals (All Goals) and the number of bot conversations (Engaged Conversations).
You can view the chart for the last three months, last six months, or last year by using the menu that appears above the chart.
Each subtab, except All Goals, represents a bot goal. You can view the chart for all goals or a specific goal by clicking the All Goals subtab or the subtab that represents the goal, respectively.
You can view the conversation rate for a week or month by hovering over a bar.
You can view which bots were published on which dates by hovering over the blue dots on the line.
Bot Statistics
The second section on the Bots tab displays a list of bots with the following statistics for each bot.
Statistic
Description
Active users
Number of customers who only viewed an opened bot (as opposed to interacting with the bot).
If a customer sees the persistent button of a bot but does not click the button (to open the bot), the customer is not considered as an active user.
Sessions
Number of times that customers engaged with the bot.
If the same customer engages with a bot multiple times, each time is considered as a session.
Engaged users
Number of customers who interacted with the bot.
An engaged user is always an active user, but an active user may not always be an engaged user.
Completed goal
Number of unique goals completed by customers for the bot.
The Last response field displays the date and time when the bot received its last response.
You can view the bots in all statuses, active status, or inactive status by using the menu that appears above the list of bots.
You can view the conversations associated with a bot by clicking the more icon > Conversation Sessions. For more information, see Conversations.
You can modify a bot by clicking the more icon > Edit Bot. For more information, see Creating a Bot.
