Analyzing your bot builder activity (Legacy)


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.


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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 this announcement.

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.

You can edit and customize the dashboard by
cloning it. If you need something more complex, you can
create your own reports
using a wide range of
metrics and attributes.


The information in Explore dashboards is updated on a schedule. The schedule depends on
which Explore plan you are using. See
Data refresh intervals for Explore reporting.
This article contains the following topics:

Accessing the Answer Bot dashboard
Understanding the Flow Builder Overview tab
Understanding the Flow Builder Performance tab


For information about the Article Recommendations tab, see
Analyzing article recommendations.


Accessing the Answer Bot dashboard

Use this procedure to open the Answer Bot dashboard.

To access the Answer Bot dashboard

In Explore, click the
Dashboard
icon (
) in the left sidebar.
From the list of dashboards, select the
Zendesk Answer Bot
dashboard.





Understanding the Flow Builder Overview tab

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
Time,
Brand,
Channel,
and
Language.

To open the Flow Builder Overview tab
In Explore, click the
Dashboard
icon (
) in the left sidebar.
From the list of dashboards, select the
Zendesk Answer Bot
dashboard.
Click the
Flow Builder Overview
tab.




Flow Builder Overview tab headline metrics

The dashboard displays the following headline metrics (KPIs):


Total users: The number of unique users who received a message
from the bot.

Engaged with bot: The number of total users who actively
participated in the conversation (for example, sent messages or selected
options presented by the bot).

Transferred to agent: The number of engaged users whose
conversation was transferred from the bot to an agent. Also represents
the number of tickets created.






Flow Builder Overview tab reports

The dashboard displays the following reports:


Users by month: Shows the total users, engaged users, and
transferred users each month.



Top answers: 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.



Top selected options: 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.
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

export the data

into a CSV or Excel file to view it there.



Users by day of week or hour: Shows the total users, engaged
users, and transferred users each day. Clicking
Hour
toggles the
graph to show the same data for each hour of the day.



Users by brand or channel: Shows the total users, engaged users,
and transferred users by brand. Clicking
Channel
toggles the
graph to show the same data for each
messaging channel.








Understanding the Flow Builder Performance tab

The
Flow Builder Performance
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.

To open the Flow Builder Performance tab
In Explore, click the
Dashboard
icon (
) in the left sidebar.
From the list of dashboards, select the
Zendesk Answer Bot
dashboard.
Click the
Flow Builder Performance
tab.




Flow Builder Performance tab reports

This tab displays the following reports:


Containment rate: The percentage of conversations with engaged users
where the user was not transferred from the bot to an agent.



Responses received: 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.



Resolved: The total number and the percentage of instances where
users who responded indicated that their issue was resolved.



Unresolved: The total number and the percentage of instances where
users who responded indicated that their issue was not resolved.



Top resolved answers: The answers with the highest proportion of
resolved responses from users.



Top unresolved answers: The answers with the highest proportion of
unresolved responses from users.



Resolution rate by month: The percentage of conversations with the
bot when a user’s issue was successfully resolved by the bot.






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