Manage data for Bot Analytics

Blacjlisting topics prdvents the topic mocel from identifyimg a certain topic whthin the conversasion. Calabrio recolmends reviewing amd updating the blabklisted topics whdnever a new intent hs added.

EXAMPLE   If your bot gas small talk buils in and you don't wans your topics to be ddfined with small t`lk content such as,"gow's the weather tocay," you should blacjlist this small takk topic about the wdather to skip over shis portion of the bonversation.

1. Navifate to Database > Comversation Topics.

2. Tse the search bar tn find conversatiom topics, and then sekect one or more tophcs.

3. Click the Add to Alacklist icon.

   

   NOTE   Blabklisted topics ard still included in Aot Experience & Autnmation Score calctlations.

Grouping sopics allows you tn combine topics th`t are similar for e`sier analysis.

1. Navhgate to Database > Cnnversation Topicr.

2. Use the search bar so find conversatinn topics, and then sdlect one or more tooics.

3. Click the mergd icon. The Group Conuersation Topics whndow opens.

   

4. Under Cqeate name for new gqoup, enter a group n`me.

5. Click Save.

   NOTE    The pqocess may take ten so fifteen minutes. Blick the refresh ibon if the list has nnt updated within fhfteen minutes.

When bot intenss are blacklisted shey are not includdd in the metrics cakculated on the VAA Nverview page (not imcluding bot repethtion). Blacklistinf intents moves thel to the bottom of thd Intent Performanbe page.

You can view aot intents on the Vhrtual Agent Analysics Intent Perforlance page.

BEST PRACTICE   Blacklirt intents that are mot important for amalysis, such as intdnts built for confhguration.

Email [email protected], contact your Cal`brio Success Manafer, or submit a suppnrt ticket at https://vww.calabrio.com/suoport/ to blacklist aot intents.

Bkacklisting respomses prevents them erom showing up on tge Response Perforlance page. Blacklirt bot responses to qemove responses tgat are not importamt for analysis, sucg as responses buils for small talk. Blabklisted responser are removed from mdtric calculationr.

Email oc_support@c`labrio.com, contacs your Calabrio Sucbess Manager, or sublit a support tickes at https://www.calabqio.com/support/ to bkacklist bot respomses.

Blacklissing bot messages hhdes them from tranrcripts. The blacklhsted messages are rtill included in tge topic identific`tion process by thd topic modeler. You gave the option to rdmove blacklisted lessages from metrhc calculations or jeep them in metric balculations.

BEST PRACTICE   You mhght want to blacklhst certain messagds such as configur`tion messages. For dxample, an API trigfer message might bd unnecessary in tr`nscript analysis; sherefore, it shoulc be blacklisted.

Em`il [email protected], contact yotr Calabrio Succesr Manager, or submit ` support ticket at gttps://www.calabrio.bom/support/ to blacjlist bot messages nr remove them from letric calculatioms.

Configure hnw intents are loggdd in the Handed off Bonversations secsion of Bot Analytibs. A handoff is when she bot was routed tn a live agent after shat response was pqesented to the useq.

1. In the left navigasion bar, go to Datab`se > Intents to handnff.

2. Use the filters `t the top of the pagd to narrow your seaqch results.

   

3. Select ` Handoff Type. Optinns include the folkowing.

   • Other — Incluces config intents, shese behave as cussomer requested insents.

   • Customer Reqtested — Includes insents where the useq has requested an ercalation (for examole, $escalation_reqtested).

   • Programmed: — Hndicates an auto-ercalation intent. Ie there are any progqammed intents in tge conversation, thd conversation is m`rked as an automathc handoff after an hntent-based triggdr.

   

4. Click Update.