Bot Performance
AI bot performance metrics: messages sent, conversations handled, escalations, and bot vs agent ratio.
Bot Performance
The bot performance section lets you measure the effectiveness of the AI assistant. You can see how many conversations the bot handles, how often it escalates to human agents, and the ratio of work between the bot and your team.
Accessing the metrics
Bot metrics are found on the Analytics page, in the "Bot Performance" section below the main conversation metrics.
Time period
You can filter metrics by period using the buttons at the top:
| Period | Description |
|---|---|
| Last 7 days | Data from the past week |
| Last 30 days | Data from the past month (selected by default) |
| Last 90 days | Data from the past 3 months |
Available metrics
Bot messages
Total number of messages sent by the bot during the selected period. This includes query responses, search results, and escalation messages.
Conversations handled
Number of unique conversations where the bot sent at least one message. A conversation is counted only once even if the bot sent multiple messages.
Escalations
Number of conversations where the bot requested human agent intervention. This includes escalations due to low confidence, explicit client requests, searches with no results, and exhausted message limits.
See Escalation for more details on when and why the bot escalates.
Escalation rate
Percentage of bot-handled conversations that required escalation. Calculated as:
Escalations ÷ Conversations handled × 100
A low rate indicates the bot resolves most queries without help. If the rate is high, consider:
- Completing the organization context with more information
- Adding more properties with complete descriptions and locations
- Reviewing escalation reasons to identify patterns
Bot vs Agent ratio
Shows the percentage of outbound messages sent by the bot compared to those sent by human agents. Presented as a visual progress bar.
- High bot percentage: the bot is handling most communication
- High agent percentage: agents are intervening frequently
A good target is for the bot to handle 60-80% of outbound messages, letting agents focus on more complex queries and closing deals.
Related pages
- Escalation --- when and why the bot escalates
- Bot Configuration --- adjust the bot to improve performance
- Agent Performance --- human agent metrics