About response performance

On the Response Performance page, you can assess the performance of your virtual agent responses and prioritize responses that require an assessment or improvement based on issues and metrics such as bot repetition, feedback, and hand-offs.

IMPORTANT   This feature is not available if you are on Salesforce Einstein or Microsoft Power Virtual Assistant (PVA).


  • You have a Bot Analytics license.

  • You have the View VAA Response Performance permission.

Page location

Bot Analytics > Virtual Agent Analytics > Response Performance

Response performance metrics

The Response Performance table lists all of the responses and associated metrics, including the number of times presented, priority, handed-off, bot repetition, feedback requested, language, end response, and response ID.