Bot Performance Summary view

Prerequisites

The following permissions:

  • Analytics > Bot Aggregate > View
  • Architect > Flow > Search
  • Integrations > Integration > View

The Bot Performance Summary view includes a list of bots with data for the specified time period. To see the view, click Performance > Workspace > Other > Bot Performance. To see a breakdown of metrics by interval for a specific bot, click that bot to go to its Bot Performance Detail view. 

This view does not update automatically. To see the most current data, click Refresh .

Available columns

To view the available columns, see the Bot Performance Summary view section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.

To view the list of available columns in the performance views by category, see View available columns in performance views by category.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

  1. Click Performance > Workspace.
  2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To save the view with your filter and column settings, click Save .

To export the data in the view, click Export .

Supported media types are voice, chat, and message.

View version statistics for a bot

To see the bot 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 Bot Performance Detail view for that bot opens with the Bot Version filter active to represent that bot version.

Customize the view

To show only certain data, customize the view. 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. 

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks. 

To use a preset to filter metrics, complete the following steps:

  1. To display the date filter, click the date.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
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. For example, Nov 1, 2022 – Jan 31, 2023.
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 can 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:

  1. Click the date to display the date filter.
  2. 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 view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

  1. To filter by media type, click the Filter icon Filter button.
  2. 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. If you select callback, the voice interaction will be deselected.
  • The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

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

To show or hide columns:

  1. Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
  2. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
  3. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
  4. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.

    Sort by options that appear when you add or remove column
  5. Search or scroll to select the columns you want to view.
    Note: You can also use keyboard navigation to choose the columns.
  6. Click Save. The selected columns appear on the screen.
    Note: The column selections appear only after saving the changes and do not apply to the table immediately.

      To rearrange the 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 columns.

      For more information about the metrics shown in the columns, see the Available Columns section in this article. 

      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. 

      The summary row above the bot rows displays a graph of a metric for all or selected bots. To choose which metric to display, click a metric above the graph. To see more metric options, show more metric columns. To see only data for certain bots, filter for those certain bots.

      To see more information about the data, hover over the bars in the graph. The above a bar represents the largest amount for that time period, and the represents the lowest amount.

      To filter by information about the bot, click Filters , and then search or scroll to select the filter that 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 end 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 did not recognize user input due to a specific reason.
      Bot Final Intent Displays information for bot sessions that end 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 message types.
      Bot Flow Type

      Displays information for the selected bot flow type such as bot, digital bot, unknown, and voice survey.