Reports answers one question: is your bot working? It covers the last 30 days of real visitor conversations on every channel: your website, the Ask console, email, Slack and Discord. Your own test chats in Preview and team members chatting with the bot while signed in are left out.
Admins open it from Reports in the sidebar. The full page comes with the Team plan; on Free, the Bots page shows a summary of the month instead: answers, the share answered from your docs, and the handoff rate.
Pick a bot or a channel at the top to see only its numbers. The small arrows compare the last 7 days with the 7 days before: a percent for counts, points for shares.
The numbers#
- Answered from your docs is the one to watch. It's the share of answers with no sign of trouble: the bot found the answer in your knowledge, cited it, and nobody pressed 👎. An answer counts against it when nothing in your knowledge came close, the bot flagged that it wasn't sure, it answered without citing your knowledge, or a visitor said it didn't help. These are the same signals that fill Knowledge gaps, so answering your top gaps is how this number goes up.
- Answers: every reply the bot sent, including Ask answers served again from memory.
- Conversations and Visitors: conversations started in the period, and the people behind them. A visitor on your site is recognized by their browser, so two chats from the same browser are one visitor; an email address, a Slack or a Discord member is one visitor too. A search in the Ask console has no browser to recognize, so each one is its own visitor.
- Handoff rate: the share of conversations that went to a person, for any reason (the visitor asked, the bot handed off, a teammate took over, or an email went straight to your team).
- First human reply: the median time from a handoff to the first reply from your team.
- Handoffs resolved: the share of handoffs your team has closed, resolved or handed back to the bot.
- Helpful: the share of 👍 among the votes visitors left under answers (in Discord, every member's vote counts). A vote counts in the period of the answer it's under, and a visitor can change it: a 👎 changed to 👍 no longer counts against the answer.
Below the numbers: a chart of answers per day over the last 30 days (today's line is dashed: the day isn't over), the most cited pages (the knowledge your bot leans on most), the top open knowledge gaps, and every channel side by side.
Need the raw data? Export CSV downloads every message or the usage stats (see Your account and data).