Bot Performance Detail view - Genesys Cloud Resource Center

Prerequisites

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.

Filter metrics by date

Use the date filter to customize analytics views.

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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.

Filter metrics by media type

To filter by media type, click the Filter icon .
Select the media type.

Notes:

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.

Note: The available media types may vary from those shown above.

Show or hide chart

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

Show, hide, and rearrange columns

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 bot name

To filter the view to see only the bots that you want, click the Filter bot(s) search icon . Enter the name of the bot in the Filter bot(s) field, and select the bot from the search results. You can continue to enter and select additional bots to add to the view.

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.

Filter by bot details

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.

Available columns

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.