Paul -I work with Tommy, we are also trying to locate the interactions the bot handled. IE how many each day, look at the transcript to see how the conversation went for future improvements, etc. We are unable to see how may the bot handled, only those that transferred to an agent, what are we missing?
------------------------------
Laura Tabor
ISN Software Corporation
------------------------------
Original Message:
Sent: 03-06-2023 10:23
From: Tommy Oudavanh
Subject: ChatBot Report
Thank Paul!!! Just voted for it!
------------------------------
Tommy Oudavanh
ISN Software Corporation
Original Message:
Sent: 03-06-2023 10:16
From: Paul McGurn
Subject: ChatBot Report
Original Message:
Sent: 3/6/2023 10:07:00 AM
From: Tommy Oudavanh
Subject: RE: ChatBot Report
I was searching for transfer or something that will look at bot send the chat to a live rep, but nothing in the table columns matches that.
------------------------------
Tommy Oudavanh
ISN Software Corporation
Original Message:
Sent: 03-06-2023 09:59
From: Paul McGurn
Subject: ChatBot Report
Those are probably just columns in the performance view that I mentioned.
Original Message:
Sent: 3/6/2023 9:40:00 AM
From: Tommy Oudavanh
Subject: RE: ChatBot Report
There was a report Genesys mentioned at one of their webinars, a report that will show how many chats the bot handled and how many were transferred to a rep. Do you know of a report like that?
------------------------------
Tommy Oudavanh
ISN Software Corporation
Original Message:
Sent: 03-04-2023 01:59
From: Paul McGurn
Subject: ChatBot Report
Pretty much just the Bot Performance view in Performance Workspace. Though your question is vague, I'll also note that some info is available directly in Architect when building the flows (utterance history, for example).
------------------------------
Paul McGurn
Manager, Telecom Services
GoTo
Original Message:
Sent: 03-03-2023 11:09
From: Tommy Oudavanh
Subject: ChatBot Report
When implementing ChatBots, what reports does Genesys offer to measure success/issues?
#ConversationalAI(Bots,AgentAssist,etc.)
------------------------------
Tommy Oudavanh
ISN Software Corporation
------------------------------