Overview
The Bot report measures how your AI agent or support bot performs: how much it resolves on its own versus how much it has to hand off to a human agent. It is the report that answers "is my bot actually reducing the team's workload?".
For the selected period, it consolidates the conversations that went through inboxes with an active bot, the total number of responses sent, the resolution rate (conversations the bot closed by itself) and the handoff rate (conversations the bot passed to a human). Use it to track the return on automation and find where the bot still falls short.
Prerequisites
- An active Conversa Labs account and a user with permission to view reports (usually admins; agents may have access depending on their access profile).
- At least one inbox with an active bot — an AI agent (Captain) or an Agent Bot connected to the inbox. Without an active bot, the report stays at zero.
- Real bot activity in the period: the rates are computed from the bot resolution and bot handoff events recorded on those conversations.
Step by step
- In the left sidebar, open Reports.
- Select the Bot report.
- Set the period (date range) you want to analyze.
- Choose the grouping (by day, week, month, year), which controls how the charts are split over time.
- Read the four summary cards at the top and, below them, the bot resolution and handoff charts.
Settings & options
The four cards at the top (computed for the selected period):
| Card | What it shows |
|---|---|
| Total conversations | Conversations created in the period in inboxes with an active bot. This is the base for the rates. |
| Total responses | Response messages sent in those conversations during the period. |
| Resolution rate | Percentage of conversations the bot closed on its own (resolutions ÷ total conversations). |
| Handoff rate | Percentage of conversations the bot handed off to a human (handoffs ÷ total conversations). |
Below the cards, the summary and charts area shows:
- Bot resolutions and bot handoffs as period totals, compared to the equivalent previous period.
- Two charts over time (resolutions and handoffs), split by the chosen grouping.
Filters available in this report: period and grouping. Unlike other reports, the Bot report does not show the agent/team/inbox filter or the business-hours toggle — it focuses on the bot's overall behavior.
When a conversation has both a resolution and a handoff in the same period, the handoff wins: it counts as a handoff and not as a resolution, so the resolution rate is not inflated.
Use cases
- Measure automation ROI: track how much the bot resolves on its own and how much work it takes off the team.
- Tune flows with high handoff: a high handoff rate shows where the bot can't cope — good candidates to improve flows and replies.
- Track deflection over time: use the grouping to see whether the resolution rate climbs as you refine the bot.
Tips, limits & best practices
- Compare the resolution rate with CSAT: resolving a lot with low satisfaction may mean the replies aren't actually helping.
- Standardize the period when comparing different measurements, so you don't compare different ranges.
- A high handoff rate usually signals gaps in the bot — prioritize those scenarios in the flows.
- The rates are based on conversations created in the period; right after enabling or switching the bot, the numbers may take a while to settle.
Troubleshooting
- Everything is zero: there is probably no inbox with an active bot, or there was no bot activity in the period. Check the bot and the date range.
- Numbers look too low: the bot may have been enabled recently — widen the period or wait for more conversation volume.
- The Bot report doesn't appear: confirm there is a bot/AI agent connected to an inbox and that your profile has permission to view reports.