Overview
The Bot summary report provides you with a high-level overview of your bot's performance over a given date range. You will be able to see the data points filter by channel and compare your Web, SMS, or Facebook conversations where applicable.
Note: this data omits Test Users and their activity.
Downloading Bot Summary Report
Let's say you want to see a summary of how your bot has performed in the last month. First, you will navigate to the Engagement Insights Dashboard. You can edit the date range filter for the entire page at the top:
At the bottom of the page, you'll find the Bot Summary Report. Click the Download report button.
Note: If you have any Channel or Audience filters applied, this report will be inaccessible, as it is intended to give a summary of the entire account.
Note: If the date range includes dates before 2/15/2020, this report will be inaccessible, as Mainstay was not collecting the data required to generate this report before then.
Data Glossary for Bot Summary Report:
Summary Data Points | Definitions |
Start Date | |
End Date | |
Number Of Nudges Sent | Number Of Nudges Sent from start to end date |
Number Of Interactive Campaigns | Number Of Interactive Campaigns Sent from start to end date |
Total Number Of Campaigns | Total Number Of Campaigns Sent from start to end date |
Contact opt-out events | Number of opt out events during this time range includes both pauses and stops |
Individuals contacted(SMS) | Number of individuals contacted from start to end date via SMS |
Individuals contacted(WEB) | Number of individuals contacted from start to end date via WEB |
Individuals contacted(Facebook) | Number of individuals contacted from start to end date via Facebook |
Total Outgoing Campaign Messages | Total number of messages sent via campaigns from start to end date |
Outgoing AI Messages(SMS) | Total number of messages sent in response to contacts' questions from start to end date via SMS. This does not include messages that were part of Live Chat conversations or Campaigns, #Commands, Interactive Responses, or other Scripts. |
Outgoing AI Messages(WEB) | Total number of messages sent in response to contacts' questions from start to end date via Web. This does not include messages that were part of Live Chat conversations or Campaigns, #Commands, Interactive Responses, or other Scripts. |
Outgoing AI Messages(Facebook) | Total number of messages sent in response to contacts' questions from start to end date via Facebook. This does not include messages that were part of Live Chat conversations or Campaigns, #Commands, Interactive Responses, or other Scripts. |
Total Outgoing AI Message | Total number of messages sent via the AI from start to end date |
Incoming Campaign Messages(SMS) | Total number of messages received that were part of a campaign, ie, responses to a question, for SMS contacts. |
Incoming Campaign Messages(WEB) | Total number of messages received that were part of a campaign, ie, responses to a question, for web-chat contacts. |
Incoming Campaign Messages(Facebook) | Total number of messages received that were part of a campaign, ie, responses to a question, for Facebook Messenger contacts. |
Total Incoming Campaign Messages | Total number of messages received that were part of a campaign, ie, responses to a question, for all contacts. |
Incoming Non-Campaign Messages(SMS) | Total number of incoming messages excluding campaign responses via SMS |
Incoming Non-Campaign Messages(WEB) | Total number of incoming messages excluding campaign responses via Web |
Incoming Non-Campaign Messages(Facebook) | Total number of incoming messages excluding campaign responses via Facebook |
Total Incoming Non-Campaign Messages | Total number of incoming messages excluding campaign responses |
All incoming messages(SMS) | Total incoming messages via SMS |
All incoming messages(WEB) | Total incoming messages via Web |
All incoming messages(Facebook) | Total incoming messages via Facebook |
All incoming messages | Total incoming messages |
Total Messages sent to Staff(SMS) | Total # of SMS messages escalated to staff via email from start date to end date (not including replies to replies) |
Total Messages sent to Staff(Web) | Total # of Web messages escalated to staff via email from start date to end date (not including replies to replies) |
Total Messages sent to Staff(facebook) | Total # of Facebook messages escalated to staff via email from start date to end date (not including replies to replies) |
Total Messages sent to Staff | Total # of messages escalated to staff via email from start date to end date |
Responded Staff Messages(SMS) | Total # of escalated staff SMS messages that staff respond to via email from the start date to end date |
Responded Staff Messages(WEB) | Total # of escalated staff WEB messages that staff respond to via email from the start date to end date |
Responded Staff Messages(Facebook) | Total # of escalated staff Facebook messages that staff respond to via email from the start date to end date |
Total Responded Staff Messages | Total # of escalated staff messages that staff respond to via email from the start date to end date |
Unresponded Staff Messages(SMS) |
Total # of SMS messages escalated to staff that staff have not responded to via email from the start date to end date
|
Unresponded Staff Messages(WEB) |
Total # of WEB messages escalated to staff that staff have not responded to via email from the start date to end date
|
Unresponded Staff Messages(Facebook) |
Total # of Facebook messages escalated to staff that staff have not responded to via email from the start date to end date
|
Total Unresponded Staff Messages |
Total # of messages escalated to staff that staff have not responded to via email from the start date to end date
|
Staff Response Rate(SMS) | Staff responded messages / total messages sent to staff from the start date to end date for SMS messages |
Staff Response Rate(WEB) | Staff responded messages / total messages sent to staff from the start date to end date for Web messages |
Staff Response Rate(Facebook) |
Staff responded messages / total messages sent to staff from the start date to end date for Facebook messages
|
Escalation Rate(SMS) | Total messaged forward to staff via email / all incoming chats and messaging from the start date to end date for SMS |
Escalation Rate(WEB) | Percent sent to staff / all incoming chats and messaging from the start date to end date for Web |
Escalation Rate(Facebook) | Percent sent to staff / all incoming chats and messaging from the start date to end date for Facebook |
Total Understandings in Knowledge Base | Total number of understanding in KB |
# Of New Understandings | New understanding added or modified |
** Below Data points not date-bounded | |
% Engagement Rate Active Population (SMS)
|
(Number of non-archived SMS contacts who are not opted-out, have a valid number, have been contacted, and have sent in 1 or more messages) DIVIDED BY (number of non-archived SMS contacts who are not opted-out, have a valid number, and have been contacted) |
Engaged Users Active Population (SMS)
|
Number of non-archived SMS contacts who are not opted-out, have a valid number, have been contacted, and have sent in 1 or more messages. |
Opted-In Users Active Population (SMS)
|
Number of non-archived SMS contacts who are not opted-out, have a valid number, and have been contacted. |
Opted-Out Users Active Population (SMS)
|
Number of non-archived SMS contacts who are opted-out. |
Invalid numbers Active Population (SMS)
|
Number of non-archived SMS contacts with an invalid phone number. |
% Engagement Rate All Contacts (SMS)
|
(Number of SMS contacts, regardless of archive status who are not opted-out, have a valid number, have been contacted, and have sent in 1 or more messages) DIVIDED BY (number of SMS contacts, regardless of archive status, who are not opted-out, have a valid number, and have been contacted) |
Engaged Users All Contacts (SMS)
|
Number of SMS contacts, regardless of archive status, who are not opted-out, have a valid number, have been contacted, and have sent in 1 or more messages. |
Opted-In Users All Contacts (SMS)
|
Number of SMS contacts, regardless of archive status, who are not opted-out, have a valid number, and have been contacted. |
Opted-Out Users All Contacts (SMS)
|
Number of SMS contacts, regardless of archive status, who are opted-out. |
Invalid numbers All Contacts (SMS)
|
Number of SMS contacts, regardless of archive status, with an invalid phone number |
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