Bot Reports¶
The bot report shows how much work your automation is handling on its own. It aggregates activity across every inbox that has an active bot, covering both ChannelX's built-in automation and any connected engines such as Dialogflow. Reading it tells you how effective your bot is — and where it is quietly handing problems back to your agents.
The metrics¶
| Metric | What it means |
|---|---|
| No. of conversations | Total conversations the bot engaged with. |
| Total responses | Total messages the bot sent. |
| Resolution rate | Share of bot-handled conversations resolved without any agent stepping in. |
| Handoff rate | Share of bot-handled conversations passed to a human agent. |
Resolution rate¶
The proportion of conversations the bot resolved entirely on its own, as a percentage of all conversations it handled. A higher resolution rate means your bot is deflecting more work successfully and your agents are free to focus on the harder cases.
Handoff rate¶
The proportion of conversations the bot escalated to a person:
handoff rate = conversations handed off / conversations handled by the bot
A high handoff rate is a signal worth investigating. It usually means the bot is hitting the limits of what it can answer, and reviewing those handed-off conversations will reveal gaps in its responses you can close.
The graphs¶
- Resolution count — bot-resolved conversations plotted over time, so you can see how deflection trends.
- Handoff count — the number of handoffs over time, useful for spotting whether the bot is improving or struggling as conversation patterns change.
Read the two rates together
Resolution rate and handoff rate are two sides of the same coin. Rising handoffs alongside a falling resolution rate is your cue to revisit the bot's flows and knowledge.
Common questions¶
Does a high handoff rate mean the bot is broken? Not necessarily. Some inboxes are intentionally routed to people for complex topics. Read the rate in the context of what you expect the bot to handle, and use the handed-off conversations to decide whether the bot's coverage should be expanded.