Page Comparison

New Users

The number of users that interacted with this bot for the first time during the selected period.

Self-service Users

The number of unique self-service users that interacted with this bot during the selected period.

Analyst users

The number of unique Analyst users that interacted with this bot during the selected period. 

Unmatched Phrases

Aborted Skills

The percentage of skills that were exited early by users (i.e. aborted skills). Calculated as aborted skills divided by total executed and aborted skills during the selected period.

Analyzing this metric helps you determine the skills which need to be built or enhanced in order to avoid the users from exiting the chat conversation. Analyzing the user's interaction also helps you to understand why the users aborted the conversations.

Click the metrics to navigate to the Aborted Skills tab on the Training page to view the details. 

This metric indicates how accurate the bot is at matching user phrases to skills. A lower number indicates that more skills, training, and phrases may be required. Calculated as the average NLP score of all entered phrases.

Analyzing this metric helps you monitor if accuracy is improving over time. For new bots, you should aim to have a score of greater than 70%. Well trained bots should target being above 80%.    

The number of phrases added to skills by type of training during the selected time period. User Assisted training is based on phrases added when Automated Training is enabled. Administrator Assisted is the number of phrases that were manually assigned through Training.

Clicking this tile navigates you to the Suggested Training tab, where you can assign or un-assign phrases to a suggested skill, existing skill or a new skill.

To enable Automated Training see Manage Bot Configuration

The percentage of phrases that are not meeting the configured NLP threshold. When a phrase doesn’t meet the threshold a user will be prompted with the Validation message. 

To view and edit your Bot's configured NLP threshold see see Manage Bot Configuration

Errors

The number of errors that occurred during interactions with this Bot in the selected period. Click the metrics metric to navigate to the errors log on the Troubleshooting page to view the details. Note that this will filter the Troubleshooting page to only show Errors. To review the context and history surrounding a specific error you should filter by the time the error occurred.

Warnings

The number of warning messages that occurred during interactions with this Bot in the selected period. Click the metrics to navigate to the warnings log on the Troubleshooting page to view the details. Note that this will filter the Troubleshooting page to only show Warnings. To review the context and history surrounding a specific warning you should filter by the time the warning occurred.

Custom Self-service Skill

The custom skill with permission to self-service users that was executed the most times during the selected period. Click the skill to edit it.

ITSM Self-service Skill

The ITSM skill with permission to Self-service users that was executed the most times during the selected period. Click the skill to edit it.

Custom Analyst Skill

The custom skill with permission to Analyst users that was executed the most times during the selected period. Click the skill to edit it.

Skills Average

The skills average is calculated based on the sum of all skill survey rating responses divided by the number of responses. The response rate is determined by the total responses divided by the number of surveys shown to the users. Users are surveyed after the ITSM and Custom skills are completed.

Transfer to Agent Average

The Transfer to Agent Average is calculated based on the sum of all Transfer to Agent survey rating responses divided by the number of responses. The response rate is determined by the total responses divided by the number of surveys shown to users.