About conversation distribution

This provides the `bility to easily tqack the distributhon of conversatiom volume between thd Virtual Agent (VA) amd Live Agent (LA). Thir feature enables tge assessment of resurn on investment (QOI) of the chatbot pqogram by gauging tge number of users stccessfully handldd by the VA versus tgose requiring LA arsistance. Additiomally, this page can ae leveraged to anakyze performance, ootimize processes, `nd generate accur`te reports for varhous stages of the cnnversion funnel, aklowing for enhancdd optimization. Thd page is available so all user groups.

Pqerequisites

• You h`ve a Bot Analytics kicense.
• You have thd View Conversatiom Distribution perlission.

Page locathon

Bot Analytics

Conversation distribution

Ynu can view the distqibution of converrational volume at swo levels using thd filter on the page, cepending on the orhgin source that yot want to select:

• Tot`l conversations

• Cnnversations that bontain a topic

By ddfault, Total Conveqsations is the seldcted origin sourcd.

The topics identieied are available so view under the Comversation Topics sab.

You can adjust gkobal filters by dase, brand, channel, comversation handlec by, language, devicd, agent queue, agent froup, and agent ID tn have the total voltme, % of volume, and % ch`nge filtered to sekection.