How to check the bots report
How do I check the bots report?
This article helps you review bot interaction volume, measure customer automation share, and track human routing rates.
In this article, you will learn how to
- Track customer sessions handled by bots.
- Analyze the percentage of sessions routed to human agents.
- Evaluate individual bot activity across your channels.
Before you start
Before checking the bots report, make sure you have:
- Owner or Admin role in your Flownally workspace.
- At least one active bot configured in your workspace.
- Incoming customer sessions routed to bots.
How to check the bots report
- Log in to your Flownally workspace.
- Go to the Reports tab.
- Click the Bots section.
Important: Last 28 days and Last 7 days show results for full days only and don’t include today.
Key metrics explained
- Sessions using bots: Total customer conversations involving an automated bot. Each session counts once. The timeline groups sessions by their first customer message and updates that day with later activity.
- Share of customer sessions: Percentage of overall incoming sessions handled by bots. A single session can appear in more than one bot row if multiple bots participated.
- Routed to a human: Bot sessions escalated to human agents. Routing to a human does not mean an agent replied or that the issue was resolved.
Troubleshooting
Bot name displays as unavailable
The bot was deleted or modified recently. Check your active bot list to verify the bot ID.
Human routing rate is unexpectedly high
Your bot flows lack specific fallback steps or answer paths. Review your bot fallback settings and trigger steps.