1. From the Bot Builder menu, click Performance.
2. To monitor bot performance, display the Dashboard tab.Metrics for the past hour are:Total Sessions: The total number of chat sessions (with corresponding transcripts).Avg Interactions per Session: The average number of exchanges between the bot and customer per session.Avg Duration per Session: Average duration of a session.Escalation Rate: Percentage of total sessions that were transferred to a live agent.Escalation Drop Rate: The number of attempted escalations to a live agent that failed.The Bot Performance area displays information for the current bot.
3. Total Sessions: The total number of chat sessions (with corresponding transcripts).
4. Avg Interactions per Session: The average number of exchanges between the bot and customer per session.
5. Avg Duration per Session: Average duration of a session.
6. Escalation Rate: Percentage of total sessions that were transferred to a live agent.
7. Escalation Drop Rate: The number of attempted escalations to a live agent that failed.
8. To view conversation logs, display the Conversation Logs tab.The conversation log is useful for keeping an eye on session interactions, duration, escalations, and drops. Conversation log information is available for seven days.