About aggregated metrics

The aggregated metrics page provides the averages of conversation analytics metrics across all conversation topics.


  • You have a Bot Analytics license.
  • You have the View Aggregated Metrics permission.

Page location

Bot Analytics > Conversation Analytics > Aggregated Metrics

Purposes of aggregated metrics

You can use aggregated metrics for the following purposes:

  • Viewing trends on the Key Performance Indicators (KPIs) across all conversation topics

  • Understanding detailed trends over time

  • Viewing trends by metrics, such as volume, containment rate, average handle time, average response time, positive sentiment, negative sentiment, and average hand-offs

  • Determining changes in metrics compared to the previous period