The Bot report: how your automatic agent performs

📍 Where to find it: Reports → Bot

The Bot report measures what your automatic assistant handles on its own: number of conversations handled, replies sent, resolution rate (settled without a human agent) and handoff rate to a human.

How it works

When a bot or automatic agent handles conversations, Madyis Hub counts those it fully resolves and those it hands off to a human agent. From this it derives four metrics (Number of conversations, Total replies, Resolution rate, Handoff rate) and plots two trend charts: number of resolutions and number of handoffs over the period.

Step by step

1. Open "Reports" then the "Bot" tab.
2. Choose the date range at the top.
3. If the period is long enough, choose the grouping (Day, Week, Month) under "Group by".
4. Read the four metrics at the top, then the "Number of resolutions" and "Number of handoffs" charts.
5. Compare the resolution rate to the handoff rate to assess how autonomous your bot is.

Good to know

• A high handoff rate flags the topics your assistant doesn't yet know how to handle: enrich its knowledge base accordingly.
• This report only fills up if a bot or an automatic agent has handled conversations during the period.
• This tab does not offer the "Business hours" toggle.