Bot Performance

Bot Performance in Salesforce is a dashboard and reporting feature that provides analytics on how Einstein Bots are performing. It displays metrics such as total sessions, resolution rate, average session duration, transfer-to-agent rate, most-used dialogs, and customer satisfaction scores. These insights help administrators identify bottlenecks, improve dialog flows, and measure the bot's impact on case deflection.

Bot Performance provides analytics and reporting on Einstein Bot activity. Key metrics include total sessions, resolution rate (the percentage of sessions the bot handled without escalating), average session duration, transfer-to-agent rate, most-frequently invoked dialogs, and customer satisfaction scores gathered through post-conversation surveys. Some metrics are aggregated at the bot level, while others can be drilled down to specific dialogs or time periods.

These metrics serve two main purposes: proving the bot's business value and guiding its improvement. A rising resolution rate over time tells you the bot is learning to handle more cases, which translates directly to deflected Cases and staff time saved. A high transfer-to-agent rate for a specific dialog tells you that dialog has a design problem that's confusing users. CSAT scores on bot-handled conversations tell you whether customers are satisfied with the automated experience or merely tolerating it. Mature bot programs review these metrics weekly or monthly to decide where to invest development effort.