## 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

1. In the left sidebar, open **Reports**.
2. Select the **Bot** report.
3. Set the **period** (date range) you want to analyze.
4. Choose the **grouping** (by day, week, month, year), which controls how the charts are split over
   time.
5. 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.

## See also

- [Reports and analytics overview](/hc/ajuda/articles/reports-overview-en)
- [CSAT and SLA reports](/hc/ajuda/articles/reports-csat-sla-en)