AI Agent Reports

How your chatbots and voicebots handled each conversation

AI Agent reports

The AI Agents reports tell you how your chatbots and voicebots behaved: how many conversations they handled, what they consumed, and what happened in each one.

There are three of them, picked from the dropdown in the header:

Chatbot: How many interactions each chatbot had, day by day.
Voicebot: The same for voicebots, plus how many minutes they used.
Voicebot History: Call by call: who called, how long it lasted, and how it ended.

The toolbar, the filters and the download work as they do across the rest of the reports. All three open on today's data, and you widen the period from there.

Note

The date filter here has four options, not five: Today, Yesterday, Last 7 days and Range. The year option is not among them.

Chatbot and Voicebot

These two are summaries and read the same way: one row per bot per day, with the interaction count. If a bot had no activity on a day, that day does not show up.

The Chatbot report with one row per bot per day and its interaction count — The Chatbot report: **Date**, **Chatbot** and **Interactions**. A bot active on several days appears once per day.

The Voicebot one carries those same three fields and adds Usage (min), the minutes that voicebot burned that day.

The Voicebot report, with the extra column for usage in minutes — The Voicebot one adds **Usage (min)**. Read that column against the interaction count: they do not always rise together.

Filters on these two are minimal, the date and the bot, because there is not much else to filter in a summary.

In practice

A voicebot's Usage (min) is meant to be read next to the interaction count, not instead of it. Lots of minutes with few interactions means long conversations, and a long conversation with a bot is rarely good news: it is usually someone failing to make themselves understood.

Voicebot History

This is the detailed report. One row per call, and it is where you actually understand what is happening on voice.

The four numbers on top

Above the table sit four totals that sum up the period:

Total calls: How many the voicebot handled.
ATT: How long a conversation with the bot lasted on average.
Sent to campaign: What share ended up going to a human.
Abandons: What share dropped without getting anywhere.

The ratio between the last two is the indicator that matters: how many the bot resolved on its own. If nearly all of them go to a campaign, the bot is working as a receptionist rather than an agent.

The columns

Column	Description
Detail	Opens the full conversation
Initiated	How the call started: Incoming, Outgoing or Transfer, shown as an icon
Date	The day of the call
Start conversation	The time it began
End conversation	The time it ended
Total time	How long it lasted
Schedule	Whether it landed in Business hours or Off hours
Voicebot	Which of your voicebots took it
Bot tags	The marks the bot itself left during the conversation
Contact phone	The number of whoever called
End action	How it ended
Destination name	Where the call went, when it went somewhere

The downloaded file also carries the Schedule result, which is not shown on screen.

Note

A column full of dashes is not an error. Destination name only has a value when the call went somewhere, and Bot tags only when the flow tags anything. A dash means that did not apply to that call.

How the call ended

The End action column is the most informative one in the report, and its values are worth knowing:

Call hang up: The conversation closed right there, passed to nobody.
Inactivity: The person stopped answering and the bot closed.
Transfer: The call was transferred.
Goto queue: It went to an inbound campaign, meaning to a human agent.
GotoIVR: It went back to a voice menu.
Goto extension: It went to a specific extension.
Goto conference: It entered a conference room.
Goto voicemail: It ended in a mailbox.
Voicebot limit: The conversation ran out of turns before it was resolved.

When the ending was a handoff, the Destination name column says which campaign, IVR or extension.

Important

Voicebot limit is worth going through one by one. It is not that the person left, nor that the bot resolved anything: it is that the conversation hit its turn cap. Every one of those is a call left half done, and they usually point at a spot in the flow where the bot and the person go round in circles.

The filters

The Search Filters panel of Voicebot History, with its seven criteria — This report's filter panel, the fullest of the three.

On top of the date, it filters by Voicebot, Initiated, Schedule, End action, Bot tag and Contact phone.

The Bot tag one is worth learning: if your voicebot marks conversations as things unfold, this filter lets you isolate exactly those. How those tags get set is covered in Voicebot.

One call in detail

The Detail button opens the full conversation, with what was said on both sides in order and the time of each turn.

One conversation in detail, with the user's and the bot's turns in order — The conversation turn by turn. It opens with the user's **Start**, which is the call coming in, and closes with the time it was considered finished.

If the call was tied to a CRM contact, a tab with their details shows up as well.

This is where the real audit happens. An abandon in the table is a figure; in the detail you see the question the bot could not answer.