Bot Performance Detail view
The following permissions:
- Analytics > Bot Aggregate > View
- Architect > Flow > Search
Administrators can use the Bot Performance Detail view to see operational bot data, such as the number of entries, durations, number of turns, and intents.
To see the view, click Performance > Workspace > Bot Performance. Click the name of a bot to see the detail.
This view does not update automatically. To see the most current data, click Refresh .
To save the view with your filter and column settings, click Save .
To export the data in the view, click Export .
View version statistics for a bot
To see the bot flow version and related metrics for a bot, click in the bot’s row. The bot versions and their data display under the bot’s row.
For more information about a bot version, click the bot version number. The detail view for that bot opens with the Bot Version filter active to represent that bot version.
Customize the view
Customize the view to show only certain data. For example, you can choose to show only certain columns or filter to see information for certain bots. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.
Use the date filter to customize analytics views.
Use presets to filter metrics by date, or configure a custom date range.
To use a preset to filter metrics, complete the following steps:
- Click the date to display the date filter.
- Under KEY DATE select Transcript Start or Conversation Start.
- In the Presets list, select a preset date option.
Date presets
| Presets | Description |
|---|---|
| Current interval |
Shows data for the current 30-minute time period. Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views. |
|
Transcript Start |
Sorts the search results according to when the transcript begins. |
|
Conversation Start |
Sorts the search results according to when the conversation begins. |
| Today | Shows data for the time period that includes the current interval. |
| Yesterday | Shows data for the previous day. |
| This week | Shows data for a Sunday through Saturday time period. |
| Last week | Shows data for the previous week, Sunday through Saturday. |
| Previous 7 days | Shows data for the previous seven days. |
| This month | Shows data for the current month, with no extra days. |
| This month by week | Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday. |
| Last month | Shows data for the previous calendar month with no extra days. |
| Previous 30 days | Shows data for the previous 30 days. |
| Previous 3 months | Shows data for the previous 3 months. |
| Interval |
Shows data for a 30-minute time period. Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views. |
| Day | Shows data for a single 24-hour day. |
| Week | Shows data for a Sunday through Saturday time period. |
| Month | Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date. |
| Month by Week | Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday. |
To use a custom date range to filter metrics, complete the following steps:
- Click the date to display the date filter.
- Select a start date and an end date on the calendar, and click the filter arrow
.
To view data for a different time period using the same date presets, click the arrows on either side of the date display. 
For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
- To filter by media type, click the Filter icon
. - Select the media type.
- When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
- You cannot select the voice and callback types at the same time.
- If you select voice the callback option will be deselected, and if you select callback, the voice interaction will be deselected.
The selected media type icon is displayed above the column headers.
Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon. 
To show or hide topic columns, click and then search or scroll to select the columns you want to view.
To rearrange topic columns, click a column header and drag it.
To reset a view to default column settings, click Reset view to defaults 
.
You can select up to 20 topic columns.
Filter by selecting bots
You can select multiple bots to filter by.
- In the bot’s row, select the check box.
- Continue selecting bot check boxes to add to filters.
- Click Add to filters.
To stop filtering by a bot, above the table, click beside that bot’s name.
To filter by information about the bot, click Filters , and then search or scroll to select the filter you want to use.
| Filter | Description |
|---|---|
| Bot Product | Displays information for the selected bot products, such as Amazon Lex, Genesys Bot Flow, Google Dialog Flow, and others. |
| Bot Result | Displays information for bot sessions that ended with the selected disconnect and exit results. |
| Bot Provider | Displays information for the selected bot providers, such as Amazon, Genesys, and Google. |
| Recognition Failure Reason | Displays information for bot sessions where the bot didn't recognize user input due to a specific reason. |
| Bot Final Intent | Displays information for bot sessions ending with a specific, defined intent. |
| Bot Intent | Displays information for bot sessions that include a specific, defined intent. |
| Bot Slot | Displays information for bot sessions that include a specific, defined slot. |
| Bot Version | Displays information for a specified bot version. |
| Message Type | Displays information for one or more of the many message types. |
Available columns
Your customizations determine which metric columns the view shows.
Bots
| Column | Description |
|---|---|
| Interval | The date interval for the bot. |
| Avg Bot | The average amount of time spent in bot sessions. |
| Max Bot | The amount of time of the longest bot. |
| Total Bot | The total number of bot sessions. |
| Entries | The number of customers entering bot sessions. |
| Avg Bot Turns | The average amount of turns in a bot session -- the number of times the bot processed user activity. |
| Max Bot Turns | The highest number of turns -- the times when the bot processed activity by the user in a bot session. |
| Total Bot Turns | The total number of bot turns -- the number of times the bot processed user activity. |
Disconnects
| Column | Description |
|---|---|
| Avg Disconnect | The average amount of time spent in bot sessions that ended with a disconnect. |
| Max Disconnect | The amount of time of the longest bot session that ended in a disconnect. |
| Total Disconnect | The amount of time an entry spent in a flow until it disconnected. |
| Disconnect | The number of bot sessions that ended in a disconnect. This is the total of Customer Disconnect, Bot Disconnect, System Error Disconnect, Session Expired Disconnect, and Recognition Failure Disconnect. |
| Customer Disconnect | The number of bot sessions that ended in a disconnect that was requested by the user. For example, the customer hung up or clicked the End chat button. |
| Bot Disconnect | The number of bot sessions that ended in a disconnect that was requested by the bot. For example, anywhere that a Disconnect action appears in your bot flow. |
| System Error Disconnect | The number of bot sessions where the bot made an unplanned disconnect due to an error. |
| Session Expired Disconnect | The number of bot sessions where the host made an unplanned disconnect due to the session expiring. |
| Recognition Failure Disconnect | The number of bot sessions where the session ended in a disconnect because the bot failed to recognize the intent. |
Exits
| Column | Description |
|---|---|
| Avg Exit | The average amount of time spent in bot sessions that ended with an exit. |
| Max Exit | The amount of time of the longest bot session that ended in an exit. |
| Total Exit | The total number of bot sessions that ended with the bot exiting to the call flow. |
| Exit | The number of bot sessions that ended in an exit. This is the total of User Exit, Bot Exit, System Error Exit, and Recognition Failure Exit. |
| User Exit | The total number of bot sessions where the user requested to speak to an agent. |
| Bot Exit | The number of bot sessions that ended in a exit that was requested by the bot. |
| System Error Exit | The number of bot sessions where the bot made an unplanned exit to the calling flow due to an error. |
| Recognition Failure Exit | The number of bot sessions where the session ended in an exit because the bot failed to recognize the intent. |
Recognition Failure Reasons
| Column | Description |
|---|---|
| No Input Collection | The number of times where the bot session ended during the collection phase because no input was collected from the user. |
| No Input Confirmation | The number of times where the bot session ended during the confirmation phase because no input was collected from the user. |
| No Match Collection | The number of times where the bot session ended during the main collection phase because the bot didn't understand the user's input. |
| No Match Confirmation | The number of times where the bot session ended during the confirmation phase because the bot didn't understand the user's input. |
| Max Wrong Match | The number of times where the bot session ended because the bot confirmed the user's input but the user said "no" to the confirmation question. |