What is included in the summary report for monitoring overall bot performance?

The summary report for monitoring overall bot performance encompasses key metrics that reflect how effectively the bot is interacting with users and addressing their queries. The inclusion of overall engagement, resolution, and escalation rate provides a comprehensive view of the bot's performance.

Overall engagement indicates how many users are interacting with the bot and can reflect user interest or satisfaction with the bot’s capabilities. The resolution rate shows the percentage of issues that the bot successfully addresses without the need for human intervention, which is critical for assessing the bot's efficiency and effectiveness. The escalation rate illustrates how often the bot has to pass queries to human agents when it cannot resolve them itself, which can highlight areas for improvement in the bot's design and its training data.

Understanding these metrics allows organizations to evaluate the bot's performance comprehensively and identify opportunities for enhancements, ensuring the bot continues to meet user needs effectively. This focus on engagement, resolution, and escalation is crucial for optimizing the overall user experience with the bot.