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Bot Dashboard

Bot Dashboard — Bot Sessions

The Bot Dashboard provides a dashboard-style summary that you can use to evaluate the impact of Chat Bot, including visualizations of session and message volumes, and breaks down sessions based on whether bots, agents, or both, were involved. The dashboard report organizes data on the following tabs:

  • The Bot Sessions tab provides an overall view of bot sessions, including information about:
    • Session durations
    • How many sessions were initiated, started, interrupted, or failed
    • Information about the number of messages sent and received by bots.
  • The Media Sessions tab focuses on media sessions, contrasting the number of media sessions with the number (and percentage) of sessions with bots, and with the number of sessions (and percentage) with bots only.
Bot Dashboard — Media Sessions

To get a better idea of what this dashboard looks like, view sample output from the report:
Sample Bot Dashboard.pdf

The following table explains the prompts you can select when you generate the Bot Dashboard:

Prompt Description
Prompts on the Bot Dashboard
Pre-set Date Filter Choose a date from the list of preset options. If this prompt is set to anything other than none, the Report Date prompt is ignored.
Start Date Choose the first date on which to report. This prompt has no effect if Pre-set Date Filter is set to anything other than none.
End Date Choose the last date on which to report. This prompt has no effect if Pre-set Date Filter is set to anything other than none.
Bot Category Select one or more generic bot categories to include in the report.
Media Type Select one or more media types for which to gather data into the report.
Tenant Select one or more tenants to include in the report.

Bot Sessions tab

The Bot Sessions tab provides an overall view of bot sessions, including information about session durations, about how many sessions were initiated, started, interrupted, or failed, as well as information about the number of messages sent and received by bots.


The following table explains the metrics used on the Bot Sessions tab:

Metric Description
Metrics on the Bot Dashboard / Bot Sessions tab
Sessions Initiated The total number of initiated BGS sessions. Includes all sessions where an initial request was sent from Ixn/workflow to BGS.
Sessions Started The total number of BGS sessions where a connection was established between Bot and Chat Session.
Sessions Interrupted The total number of bot sessions interrupted by the client ( for example, because the chat session had no human participants). (ENDED_BY = 'Client').
Sessions Failed The total number of failed bot sessions that were interrupted during execution, due to technical issues. (ENDED_ABNORMALLY = 1).
Messages Sent The total number of messages sent by bots during BGS sessions.
Messages Received The total number of messages received by bots during BGS sessions.
Sessions' Time The total duration of bot sessions within the reporting period.
Avg Session Time The average duration of bot sessions.

Media Sessions tab

The Media Sessions tab focuses on media sessions, contrasting the number of media sessions with the number (and percentage) of sessions with bots, and with the number of sessions (and percentage) with bots only.


The following table explains the metrics used on the Media Sessions tab:

Metric Description
Metrics on the Bot Dashboard / Media Sessions tab
Media Sessions The total number of media sessions.
Bot Sessions The total number of bot sessions.
Sessions with Bots The total number of media sessions in which bots participated.
Avg Bots per Session with Bots Avg Number of Bot Gateway Server (BGS) sessions per Media session in which bots participated.
% Sessions with Bots The percentage of media sessions in which bots participated.
% Sessions Only with Bots The percentage of media sessions handled by bots, without agent involvement.

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This page was last modified on July 23, 2018, at 10:16.