Get an overview on your bot's performance
View some key metrics for your bot
To get information about how your bot has been performing with chatters, look no further than the Overview. This page contains high-level metrics that you can use to flag problems or track your bot's success. If you want to learn about more detailed reports where you can drill down into your bot's data, see View detailed reports on your bot's performance.
To access the Overview page:
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On the Ada dashboard, click Measure > Overview.
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Use the filters to specify the date range for the data to display, and types of data to include or exclude.
Available Metrics
You will find that the metrics are displayed numerically, with graphical representations provided where appropriate. For each metric you will also see the percentage change from the previous date range. Please note that this data is updated every hour.
The Overview page contains the following metrics:
| Metric | Definition |
|---|---|
Conversations resulting in a handoff | The number of conversations where a chatter requested an escalation to human support. through a different support channel such as live chat or email. If a chatter is handed off to a support agent more than once in a conversation, this still counts as a single conversation resulting in a handoff. If this value is 0, you may not be counting links as handoffs, or you have not integrated with a third-party support/ticketing solution. |
Recognition rate | The percent of Answers the bot sent that were not the "Not Understood" Answer. These are questions that the bot answered with confidence and in which no clarification was required. You can improve your recognition rate by using best practices to train your bot. For more information, contact your Ada team. |
Engagement rate | The percent of conversations where a chatter sent at least one message or quick reply to the bot. |
Top Answers that result in handoffs | The last Answers to appear before chatters requested handoffs to human support, along with the percent of total handoffs each Answer represents. This list provides you with insight into where your chatters are getting stuck and why they may be escalating to a support agent. |
Training opportunities | A list of Answers with opportunities for additional training or new content. The bot almost provided these Answers to chatters, but was not confident enough to do so. The number next to each Answer title indicates how many times this happened. You can choose to add additional training questions to some or all of the suggested Answers to improve your recognition rate. Clicking on one of the Answers takes you to the Unanswered Questions portion of the dashboard. For more information, see Add unanswered chatter questions. |
Most popular Answers | A list of the Answers that appeared most frequently in conversations, excluding greetings. The percentage next to each Answer title is how frequently it appeared as a proportion of all Answers your bot provided to chatters. Knowing your most popular answers can help you plan additional content for your bot, support team, or website. |
Containment rate | The percent of conversations that did not result in a handoff to human support. If your containment rate is 100%, this may mean handoffs are disabled for your bot. You can improve your containment rate by ensuring your bot has comprehensive content that addresses the majority of your chatter’s questions. You may note that the containment rate on the analytics overview dashboard varies from the one displayed on the analytics conversations dashboard. This is because the analytics overview dashboard shows the number of conversations that contained handoffs (i.e., one conversation could contain multiple handoffs), whereas the analytics conversations dashboard displays the total number of handoffs that occurred. |
Reports are in the time zone set in your profile. For more information, see Change your time zone.
Printing
We recommend viewing your bot's data in the dashboard for the best experience. However, if you need to save the report as a PDF or print it physically, use the following recommendations to limit rendering issues:
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Click Print.
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In the Print window that appears, beside Destination, select either Save as PDF or a printer.
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Click More settings to display additional print settings.
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Set Margins to Minimum.
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Set Scale to Custom, then change the value to 70.
- Alternatively, you can set the Paper size to A3 (11-3/4 x 16-1/2 in) or Legal (8.5 x 14 in).
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Under Options, select the Background graphics checkbox.
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Right before saving or printing, scroll through your print preview, and beside Pages, change the number of pages you want to include in your PDF or printout. The settings you changed above may affect how these pages render.
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If your destination is Save as PDF, click Save. If your destination is a printer, click Print.
Have any questions? Contact your Ada team—or email us at [email protected].