Analyzing your bot builder activity (Legacy)

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<p id="docs-hc-snippet" style="display: none;">You can edit and customize the dashboard bycloning it. If you need something more complex, you cancreate your own reportsusing a wide range ofmetrics and attributes.</p>
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<div class="note attention" id="topic_w5f_jzs_crb__note_g3j_g32_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into legacy
status on February 2, 2025. On December 10, 2026, this functionality will no longer
be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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Zendesk Explore features a prebuilt Answer Bot dashboard that
includes tabs that help you monitor your bot's performance. These dashboard tabs
can help you identify how many users received a message from the bot, how many
users actively engaged with the bot, and how many users’ conversations were
transferred from the bot to an agent. </div>
<p class="p">
You can edit and customize the dashboard by
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">cloning it</a>. If you need something more complex, you can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">create your own reports</a>
using a wide range of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824748698#topic_mxt_wqs_crb" target="_blank">metrics and attributes</a>.
</p>
<p class="p">
The information in Explore dashboards is updated on a schedule. The schedule depends on
which Explore plan you are using. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore reporting</a>.</p>
<div class="p">This article contains the following topics:
<ul class="ul" id="topic_w5f_jzs_crb__ul_rlw_rzs_crb">
<li class="li"><a class="xref" href="#topic_ccc_vzs_crb">Accessing the Answer Bot dashboard</a></li>
<li class="li"><a class="xref" href="#topic_wpl_tzs_crb">Understanding the Flow Builder Overview tab</a></li>
<li class="li"><a class="xref" href="#topic_fwz_g4x_tvb">Understanding the Flow Builder Performance tab</a></li>
</ul>
</div>
<p class="p">For information about the Article Recommendations tab, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155069466" target="_blank">Analyzing article recommendations</a>.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ccc_vzs_crb">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Answer Bot dashboard</h2>
<div class="body">
<p class="p">Use this procedure to open the Answer Bot dashboard.</p>
<div class="p">
<strong class="ph b">To access the Answer Bot dashboard</strong>
<ol class="ol" id="topic_ccc_vzs_crb__ol_a51_n1t_crb">
<li class="li">In Explore, click the
<strong class="ph b">Dashboard</strong>
icon (
<img class="image" id="topic_ccc_vzs_crb__image_e3v_ph5_1tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the
<strong class="ph b">Zendesk Answer Bot</strong>
dashboard.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wpl_tzs_crb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Flow Builder Overview tab</h2>
<div class="body">
<p class="p">The Flow Builder Overview tab shows information about your users’ engagement with the
bot you've built with Flow Builder (also known as bot builder) and deployed across messaging channels. You can
filter the reports on the dashboard by
<strong class="ph b">Time</strong>,
<strong class="ph b">Brand</strong>,
<strong class="ph b">Channel</strong>,
and
<strong class="ph b">Language</strong>.</p>
<div class="p">
<strong class="ph b">To open the Flow Builder Overview tab</strong><ol class="ol" id="topic_wpl_tzs_crb__ol_icm_1px_tvb">
<li class="li">In Explore, click the
<strong class="ph b">Dashboard</strong>
icon (
<img class="image" id="topic_wpl_tzs_crb__image_jcm_1px_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the
<strong class="ph b">Zendesk Answer Bot</strong>
dashboard.</li>
<li class="li">Click the
<strong class="ph b">Flow Builder Overview</strong>
tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_glm_x1t_crb">
<h3 class="title topictitle3" id="ariaid-title4">Flow Builder Overview tab headline metrics</h3>
<div class="body">
<div class="p">The dashboard displays the following headline metrics (KPIs):
<ul class="ul" id="topic_glm_x1t_crb__ul_arz_1bt_crb">
<li class="li">
<strong class="ph b">Total users</strong>: The number of unique users who received a message
from the bot.</li>
<li class="li">
<strong class="ph b">Engaged with bot</strong>: The number of total users who actively
participated in the conversation (for example, sent messages or selected
options presented by the bot).</li>
<li class="li">
<strong class="ph b">Transferred to agent</strong>: The number of engaged users whose
conversation was transferred from the bot to an agent. Also represents
the number of tickets created.</li>
</ul>
<img class="image img-screenshot" id="topic_glm_x1t_crb__image_e3f_bct_crb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_fb_dashboard_KPIs.png" width="600">
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_tbm_w1t_crb">
<h3 class="title topictitle3" id="ariaid-title5">Flow Builder Overview tab reports</h3>
<div class="body">
<div class="p">The dashboard displays the following reports:
<ul class="ul" id="topic_tbm_w1t_crb__ul_pld_dct_crb">
<li class="li">
<strong class="ph b">Users by month</strong>: Shows the total users, engaged users, and
transferred users each month.
<p class="p"><img class="image img-screenshot" id="topic_tbm_w1t_crb__image_yb3_nct_crb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_fb_dashboard_users_by_month.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Top answers</strong>: Shows the answers that users engaged with, ranked in
descending order of count by default, along with the percentage of those
engaged users who then asked to be transferred to an agent.
<p class="p"><img class="image img-screenshot" id="topic_tbm_w1t_crb__image_fbg_zpx_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ab_dashboard_overview_tab_top_answers.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Top selected options</strong>: Shows how many times each quick reply of
each answer has been selected by an end user, ranked in descending order
of count by default. If an answer or quick reply option is available in
multiple languages, or has had its wording updated since originally
released, those will show up as separate rows in this report.
<p class="p">Use
this report to understand your customers’ most common inquiries or
problem topics, and how they’re typically interacting with the bot.
A limited number of rows are visible by default. To see more, you
can scroll down in the table, expand the table to see more at once,
or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4483481898266" target="_blank"><u class="ph u">
export the data
</u></a>
into a CSV or Excel file to view it there.</p>
<p class="p"><img class="image img-screenshot" id="topic_tbm_w1t_crb__image_rfy_3qx_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ab_dashboard_overview_tab_top_selected_options.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Users by day of week or hour</strong>: Shows the total users, engaged
users, and transferred users each day. Clicking
<strong class="ph b">Hour</strong>
toggles the
graph to show the same data for each hour of the day.
<p class="p"><img class="image img-screenshot" id="topic_tbm_w1t_crb__image_jyl_4ct_crb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_fb_dashboard_users_by_day_or_hour.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Users by brand or channel</strong>: Shows the total users, engaged users,
and transferred users by brand. Clicking
<strong class="ph b">Channel</strong>
toggles the
graph to show the same data for each
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050-About-Zendesk-channels#topic_ik1_ppb_j4b" target="_blank">messaging channel</a>.
<p class="p"><img class="image img-screenshot" id="topic_tbm_w1t_crb__image_ltm_pct_crb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_fb_dashboard_users_brand_channel.png" width="600"></p>
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_fwz_g4x_tvb">
<h2 class="title topictitle2" id="ariaid-title6">Understanding the Flow Builder Performance tab</h2>
<div class="body">
<p class="p">The
<strong class="ph b">Flow Builder Performance</strong>
tab shows information about bot and answer
performance. This information gives admins the tools they need to measure and
improve their bot automation performance. You can filter the reports by time, brand,
channel, and language.</p>
<div class="p">
<strong class="ph b">To open the Flow Builder Performance tab</strong><ol class="ol" id="topic_fwz_g4x_tvb__ol_j1j_dpx_tvb">
<li class="li">In Explore, click the
<strong class="ph b">Dashboard</strong>
icon (
<img class="image" id="topic_fwz_g4x_tvb__image_k1j_dpx_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, select the
<strong class="ph b">Zendesk Answer Bot</strong>
dashboard.</li>
<li class="li">Click the
<strong class="ph b">Flow Builder Performance</strong>
tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_qpt_x4x_tvb">
<h3 class="title topictitle3" id="ariaid-title7">Flow Builder Performance tab reports</h3>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_qpt_x4x_tvb__ul_dt4_npx_tvb">
<li class="li">
<strong class="ph b">Containment rate</strong>: The percentage of conversations with engaged users
where the user was not transferred from the bot to an agent.
<p class="p"><img class="image img-screenshot" id="topic_qpt_x4x_tvb__image_bml_csx_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ab_dashboard_fbperf_containment.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Responses received</strong>: The total number of times that a user responded
when asked for feedback by the bot, the total number of times that a bot
asked a user for feedback, and the percentage of instances where users
responded to a bot’s feedback request.
<p class="p"><img class="image img-screenshot" id="topic_qpt_x4x_tvb__image_as2_2sx_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ab_dashboard_fbperf_responses_received.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Resolved</strong>: The total number and the percentage of instances where
users who responded indicated that their issue was resolved.
<p class="p"><img class="image img-screenshot" id="topic_qpt_x4x_tvb__image_wz2_hsx_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ab_dashboard_fbperf_resolved.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Unresolved</strong>: The total number and the percentage of instances where
users who responded indicated that their issue was not resolved.
<p class="p"><img class="image img-screenshot" id="topic_qpt_x4x_tvb__image_scc_3sx_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ab_dashboard_fbperf_unresolved.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Top resolved answers</strong>: The answers with the highest proportion of
resolved responses from users.
<p class="p"><img class="image img-screenshot" id="topic_qpt_x4x_tvb__image_c34_ksx_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ab_dashboard_fbperf_top_resolved_answers.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Top unresolved answers</strong>: The answers with the highest proportion of
unresolved responses from users.
<p class="p"><img class="image img-screenshot" id="topic_qpt_x4x_tvb__image_lpd_lsx_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ab_dashboard_fbperf_top_unresolved_answers.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Resolution rate by month</strong>: The percentage of conversations with the
bot when a user’s issue was successfully resolved by the bot.
<p class="p"><img class="image img-screenshot" id="topic_qpt_x4x_tvb__image_ew1_nsx_tvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ab_dashboard_fbperf_resolution_rate_month.png" width="600"></p>
</li>
</ul>
</div>
</div>
</div>
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