Bot Performance Summary view - Genesys Cloud Resource Center

Prerequisites

The following permissions:

Analytics > Bot Aggregate > View
Architect > Flow > Search
Integration > 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 .

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:

Click Performance > Workspace.
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.

Filter metrics by date

To customize analytics views, use the date filter.

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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:

To display the date filter, click the date.
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:

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 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.

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 the Pick columns icon on the right side 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.

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

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.

View a graph of aggregate data for a metric

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.

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
Name	The bot name.
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.