Using the BotQA dashboard to understand AI agent escalations and performance

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<p id="docs-hc-snippet" style="display: none;">The BotQA dashboard helps you understand important metrics about your AI agent’s performance, such as how often the bot's conversations were escalated to human agents, the bot got stuck in a loop, the bot’s communication efficiency was marked lower compared to an average agent’s, and the bot exhibited a negative sentiment.</p>
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<p id="docs-ai-summary-content">Use the BotQA dashboard to track your AI agent's performance, focusing on metrics like escalation rates, repetition, and sentiment. Filter data by time, bot, and conversation outcome to gain insights. The dashboard helps you identify areas for improvement, such as high escalation rates or negative sentiment, ensuring your AI agents handle customer interactions effectively and reduce the need for human intervention.</p>
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<p class="p">The BotQA dashboard helps you understand important metrics about your AI agent’s performance,
such as how often the bot's conversations were escalated to human agents, the bot got stuck in a loop, the bot’s communication efficiency was marked lower compared to an average agent’s, and the bot exhibited a negative sentiment.</p>
<div class="p">This article contains the following topics: <ul class="ul" id="topic-1__ul_ahw_jpm_5hc">
<li class="li"><a class="xref" href="#topic_ycs_ytg_3gc">Accessing the BotQA dashboard</a></li>
<li class="li"><a class="xref" href="#topic_ntc_dqm_5hc">Filtering the BotQA dashboard</a></li>
<li class="li"><a class="xref" href="#topic_sjj_m5g_3gc">Understanding the BotQA dashboard
reports</a></li>
</ul>
</div>
<div class="p">Related articles: <ul class="ul" id="topic-1__ul_mjc_lpm_5hc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7418648293018" target="_blank">Evaluating the performance of AI agents using Zendesk QA</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ycs_ytg_3gc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the BotQA dashboard</h2>
<div class="body">
<p class="p">You can access the BotQA dashboard from the list of dashboards in Zendesk QA.</p>
<div class="p">
<strong class="ph b">To access the BotQA dashboard</strong><ol class="ol" id="topic_ycs_ytg_3gc__ol_enh_c5g_3gc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <strong class="ph b">Dashboards</strong>
<img class="image" id="topic_ycs_ytg_3gc__d8e28" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboard_icon.png" width="22"> in the sidebar. </span></li>
<li class="li">From the list of dashboards, select <strong class="ph b">BotQA</strong>. <p class="p"><img class="image" id="topic_ycs_ytg_3gc__image_pyy_yrm_5hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/botqa_dashboard.png" width="800"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ntc_dqm_5hc">
<h2 class="title topictitle2" id="ariaid-title3">Filtering the BotQA dashboard</h2>
<div class="body">
<p class="p">Dashboard filters allow you to narrow the data based on time period, specific bots, and
conversation outcome. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">About dashboards in Zendesk QA</a>.</p>
<p class="p"><strong class="ph b">To filter the BotQA dashboard</strong></p>
<ol class="ol" id="topic_ntc_dqm_5hc__ol_o5c_3qm_5hc">
<li class="li">
<a class="xref" href="#topic_ycs_ytg_3gc">In the BotQA dashboard</a>, select from
the following filters:<div class="p">
<ul class="ul" id="topic_ntc_dqm_5hc__ul_p5c_3qm_5hc">
<li class="li">
<strong class="ph b">Date Filter</strong>: Select the relative or exact dates of the bot conversations
for which you want to see data. By default, the dashboard returns data for the last
month.</li>
<li class="li">
<strong class="ph b">Bot Name</strong>: Select one or more individual bots you want to see data for. By
default, the dashboard returns data for all bots.</li>
<li class="li">
<p class="p"><strong class="ph b">Conversation Outcome</strong>: Select <strong class="ph b">bot-only</strong> to filter for conversations in which the user spoke with a bot only or <strong class="ph b">escalated</strong> to filter for conversations in which the user requested to speak to a human agent.
</p>
</li>
</ul>
</div>
</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_sjj_m5g_3gc">
<h2 class="title topictitle2" id="ariaid-title4">Understanding the BotQA dashboard </h2>
<div class="body">
<p class="p">The BotQA dashboard contains the following reports:</p>
<ul class="ul" id="topic_sjj_m5g_3gc__ul_dl1_crm_5hc">
<li class="li">
<strong class="ph b">Bot-only conversation rate</strong>: Percentage of conversations without human agent
involvement.<p class="p"><img class="image" id="topic_sjj_m5g_3gc__image_cd1_grm_5hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_qa_botqa_bot_only_conversion.png" width="300"></p>
</li>
<li class="li">
<strong class="ph b">Escalation rate</strong>: Percentage of conversations in which the customer asked to talk
to a human agent.<p class="p"><img class="image" id="topic_sjj_m5g_3gc__image_q1t_3rm_5hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_qa_botqa_escalation_rate.png" width="300"></p>
</li>
<li class="li">
<strong class="ph b">Escalation rate over time</strong>: Percentage of conversations in which the customer
asked to talk to a human agent by week of conversation creation date.<p class="p"><img class="image" id="topic_sjj_m5g_3gc__image_gzq_krm_5hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_qa_botqa_escalation_over_time.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Breakdown by conversation outcome</strong>: Comparison of the count of conversations
without human agent involvement (bot-only conversations) and the count of conversations
where the customer asked to talk to a human agent (escalated conversations).<p class="p"><img class="image" id="topic_sjj_m5g_3gc__image_izn_mrm_5hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_qa_botqa_breakdown_conversation_outcome.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Bot repetition rate</strong>: Percentage of conversations in which the bot gave the same
answer multiple times.<p class="p"><img class="image" id="topic_sjj_m5g_3gc__image_eps_4rm_5hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_qa_botqa_bot_looping_rate.png" width="300"></p>
</li>
<li class="li">
<strong class="ph b">Bot low communication efficiency</strong>: Percentage of conversations in which the bot
handled the conversation at least 20% less efficiently than an average human
agent.<p class="p"><img class="image" id="topic_sjj_m5g_3gc__image_hsn_qrm_5hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_qa_botqa_bot_low_communication_efficiency.png" width="300"></p>
</li>
<li class="li">
<strong class="ph b">Churn risk detected rate</strong>: Percentage of conversations with the bot that showed
signs of customer attrition, where the customer considered switching or promised to
leave.<p class="p"><img class="image" id="topic_sjj_m5g_3gc__image_t4j_tr5_p3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_churn_risk_detected.png" width="300"></p>
</li>
<li class="li">
<strong class="ph b">Bot negative sentiment rate</strong>: Percentage of conversations in which the bot
expressed dissatisfaction or frustration.<p class="p"><img class="image" id="topic_sjj_m5g_3gc__image_ivx_srm_5hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendesk_qa_botqa_bot_negative_sentiment_rate.png" width="300"></p>
</li>
<li class="li">
<strong class="ph b">Bot negative sentiment rate</strong>: Percentage of conversations in which the bot expressed
satisfaction or positive sentiment.<p class="p"><img class="image" id="topic_sjj_m5g_3gc__image_nj2_2s5_p3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bot_positive_sentiment_rate.png" width="300"></p>
</li>
</ul>
<ul class="ul">
<li class="li">
<strong class="ph b">Outlier detected rate</strong>: Percentage of conversations involving the bot that were
unusual or atypical, involving more back-and-forth to reach a resolution.<p class="p"><img class="image" id="topic_sjj_m5g_3gc__image_l5w_qs5_p3c" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/qa_outlier_detected.png" width="300"></p>
</li>
</ul>
</div>
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