The smart answer bot is initiated when a customer calls a Freshcaller number to which you assigned the Smart Answer Call flow.

A bot responds instantly whenever a customer calls a smart answer bot enabled number. For this reason, bot conversations do not have the following metrics. However, if the call is transferred to a call queue, voicemail, or IVR, the respective metrics are still applicable. 

  • Ringing time
  • IVR time
  • Hold duration
  • Call work time
  • Queue duration
  • Wait time
  • Callback time
Notes
  • Currently, the bot calls are not included under the Call Type filter option. For this reason, filtering calls based by smart answer bot type is not possible.
  • When you export the call metrics, you will see the bot's name as agent name.
  • Since the smart answer bot responds immediately, the service level breached metrics are not applicable for bot conversations. This means that the initial bot conversations always meet the service level target.
  • The Abandoned (Answer Bot) reason is a new abandoned type added for answer bot calls. 
  • Check the Call Metrics article to see how other metrics vary for a smart answer bot call.

In addition to the existing metrics, you will see the following changes in the Live dashboard and the Call metrics section with respect to smart answer bot calls.


Live Dashboard

You can now view the bot conversations with the bot name instead of the agent name or queue name.


Call Metrics

Under Call Metrics tab, you can now see the bot transcript recorded during bot call. To view the transcript, click on the transcript icon. Note that the transcript contains only the conversation handled by the bot.


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