Unified Analytics for Bot
The Bot dashboards in Unified Analytics provide pre-built dashboards for monitoring and analyzing your chatbot's performance. As soon as you select a bot as your data source, the dashboards populate automatically with ready-made visualizations without requiring any manual configuration.
The Bot module in Unified Analytics is separate from the legacy Bot Analytics dashboard. It offers an updated, visually intuitive reporting experience. For information about the legacy dashboard, refer to https://docs.emplifi.io/platform/latest/home/bot-analytics.
With the Bot dashboards in Unified Analytics, you can:
Review incoming conversation volume and unique user activity across your bots (how many conversations were started, how many first-time engagements were managed vs returning customers).
Analyze how well your bots contain conversations without escalating to a live agent (is your containment rate higher than your escalation rate?).
Understand intent matching performance across platforms and languages (how effectively is your Bot identifying user intents across a diverse user base?).
Compare performance across multiple bots over time (are you providing the same quality of experience across your regions/business units?).
Accessing Bot in Unified Analytics
From the Application Bar, click Unified Analytics.
In the right panel, under Discover, select Bot.
The Bot module opens, displaying its available boards.
Alternatively, the Bot Unified Analytics dashboards can be accessed via the Bot “Overview” interface within the Bot module, simply by clicking on the “Analyze” button of any individual Bot from your list of Bots - opening a pre-filtered dashboard view of that Bot.
(above) The “Analyze” button, as seen via the Bot Overview page.
Available boards
The Bot module contains two pre-built boards.
Bot Overview
Get a high-level summary of incoming conversation volumes, message volumes, unique user activity and messaging platform division across your bots. Use this board to quickly assess overall bot traffic and understand how many users your bots are reaching, on what platforms.
For more information, refer to Bot overview dashboard.
Bot Performance
Analyze containment & escalation rates, intent matching, conversation & language trends in detail. Use this board to evaluate how effectively your bots are handling customer conversations and to identify opportunities for improvement.
For more information, refer to Bot performance dashboard.
Data sources
The Bot module uses Bots as its data source. You can select one or multiple bots from the controls bar to view individual or aggregated data. The following data source controls are available across all Bot boards:
Bot selector: Filters data by specific bots. Select All bots to view aggregate data across all your bots.
Channel selector: Filters data by specific messaging channels (for example, a specific web chat channel or social media profile). Select a specific channel to focus analysis on a single platform, or leave unfiltered to view data across all channels.
Date range: Sets the time period for all widgets on the board. Defaults to the last 30 days.
To compare two time periods side by side, refer to Time Over Time Comparison in Unified Analytics.