Bot Dashboard Overview

In this article, let us discuss the following:

The Bot Dashboard is the home page of your Bot and displays the usage, user engagement, training opportunities, troubleshooting information and popular Skills as well as key navigation and configuration information. The Dashboard helps you understand key performance metrics for your bot. You can view the metrics for a selected period, maximum period being one year. The Bot Dashboard metrics help you to understand how effectively your users are leveraging the bot. The dashboard allows you to navigate to the related pages to view more details. Click the Training Opportunities tiles to navigate to the Training page; likewise, click the Troubleshooting tiles to navigate to the Troubleshooting page, and the Most Popular Skills tiles to navigate to the respective skills page.

To access other key components of the Bot, use the buttons at the top to navigate to Skills, FAQs, Training and Troubleshooting pages. Bot Configuration is available from the moremenu.

Note

Bot testing is not counted in the dashboard metrics.

The following is the Bot Dashboard which shows metrics and the various options available on this page.

Filter Dashboard Metrics

All the dashboard metrics can be filtered using any of the following values from the list.

Today
Yesterday
Last 7 days
Last 30 days
Last 90 days
Last 180 days
Custom

Custom Filter: To view the dashboard metrics for your own defined date range, select the Custom option from the list. You can select the From Date and To Date from the respective calendars. Click Apply to view the metrics for the period.

Note

The From Date should be less than 365 days from the current date.

View Bot Usage

Usage helps you to understand the bot usage, which includes the Total Messages, Conversation Transactions, Automated Workflow Transactions and Agent Transfers metrics.

Metric	Details
Total Messages	The total number of messages between the bot and end users across all channels during the selected period. You can compare the total number of interactions between the bot and your users across different channels over different periods and determine the most popular channel of interaction. This also helps you to analyze how effectively your bots are being leveraged by users for various skills.
Conversation Transactions	This metric shows the currently used, owned and available conversation transactions. It helps the administrator to ensure compliance with license agreements and purchase more transactions if necessary. Conversation transactions relate to triggering any fulfilment type (text, web service, automation, email) on a custom or ITSM skill. To learn about what are conversation transactions, refer Subscription Information#ConversationTransactionRules.
Automated Workflow Transactions	This metric shows the currently used, owned and available automated workflow transactions. It helps the administrator to ensure compliance with license agreements and purchase more transactions if necessary. Automation transactions are in addition to conversation transactions and are used when an automation workflow is triggered. To learn about what are automated workflow, refer Subscription Information#AutomatedWorkflowTransactionRules.
Agent Transfers	The number of times users triggered the Transfer to Agent skill during the selected period. Analyzing this metric helps you to understand the skills which need to be built, or modify the existing skills to avoid the agent transfer process.

View Bot User Details

Users include the New Users, Self-service Users and Analyst users’ metrics. This metrics helps you to understand how effectively the bot is being leveraged by different type of users over a selected period.

Metric	Details
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.

View Training Opportunities

Training Opportunities include the Unmatched Phrases, Aborted Skills, Average Accuracy of the Bot, Total Phrases Trained and Skills Fall Below Required Threshold metrics. Note that clicking the Training metrics navigates you to the Training page, but does not apply the selected filter.

Metric	Details
Unmatched Phrases	Analyzing this metric helps you determine whether the user entered any phrases other than the ones defined in Luma for a skill, or whether a new skill needs to be built to cater to the users' request. For well training bots, this percentage should decrease over time. Click the metric to navigate to the Unmatched Phrases tab on the Training page to view the details.
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.
Average Accuracy of the Bot	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 average bot accuracy for a given period is to be calculated as follows: Average accuracy = Sum of Accuracy of the skills / number of skills * 100.
Total Phrases Trained	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
Skills below the Required Threshold	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 Manage Bot Configuration

View Troubleshooting Information

Training Opportunities include the Errors and Warnings metrics. Note that clicking the Troubleshooting metrics navigates you to the Troubleshooting page, but does not apply the selected filter. Analyzing this metrics helps you to train your bot in order to effectively interact with the users.

Metric	Details
Errors	The number of errors that occurred during interactions with this Bot in the selected period. Click the metrics to navigate to the errors log on the Troubleshooting page to view the details.
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.

View Most Popular Skills

Most Popular Skills include the Custom Self-service Skill, ITSM Self-service Skill, Custom Analyst Skill and Skills which Contributed to 80% of Highest Bot Transactions metrics. Analyzing this metrics helps you to understand which skills the users are using effectively. The metrics indicates the most popular skills out of the complete list of skills, and the number of times the skills were executed.

Metric	Details
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 Contributed to 80% of Highest Bot Transactions	The skills that together contribute to 80% of the bots conversation transactions. Click to download and view the list of skills which contribute to the highest bot transactions.

Perform Bot Actions

On the Bot Dashboard page, you can perform the following actions.

UI Item	Description
Skills	Click Skills to navigate to the Skills list page, which displays the existing skills. You can also add new skills or add from the catalog and perform additional actions. For more details, see the Skills page.
Training	Click Training to navigate to the Training page, which displays the Unmatched Utterances and Aborted Skills details. For more details, visit the Training page.
Troubleshooting	Click Troubleshooting to navigate to the Troubleshooting page, which displays the errors and warnings, as well as future bot health metrics. For more details, see the Troubleshooting page.
Bot Configuration	Click Bot Configuration to navigate to the Configuration page, which displays the Bot Information and Follow-up tabs. For more details, see the Manage Bot Configuration page.