The Bots data set is available only to Genesys Cloud customers. If you do not see it listed when creating a new report, contact Brightmetrics Support, and we can enable it for your account.
The Bots data set provides visibility into how your Genesys bot flows are performing, including how many sessions each bot handled, how often customers were fully self-served versus transferred to an agent, which intents were detected, and how long sessions lasted. Use this data to identify underperforming bots, track containment trends over time, and understand where customers are dropping off or escalating.
1. Check whether the Bots data set is on your account
Before building a report, confirm that the Bots data set is available on your account.
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Navigate to the Reports page and click the green + icon in the upper right corner to open the Create Report dialog.
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In the Create Report: Data Selection dialog, look for Bots under the Call Center section. If you see it, your account is already enabled — select it and click Next to start building your report.
If Bots does not appear in the list, contact Brightmetrics Support to have it added to your account.
2. Available dimensions and values
The Bots data set includes a range of dimensions and values to help you build your reports. Dimensions let you slice and group your data. Use them as row or column groupings in your report layout. Values are the metrics you measure, such as session counts, containment rates, and average durations.
Hover over any field name in the Fields panel to see a definition of what that dimension or value measures.
3. Build a bot flow summary report
If you're new to building reports in Brightmetrics, see Getting Started in Brightmetrics for an overview of the report builder.
A simple starting point is to group by Bot Name in the Rows and add the following values: Bot Sessions, Rate - Containment, Transferred Sessions, and Time - Bot Session Duration Avg. This gives you a side-by-side comparison of all your bots at a glance.
In this example, the report covers the last 7 days and shows four bots. The Customer Self Serve BF bot handled the most sessions (26,937) with a 71.11% containment rate and 5,079 transfers, while the Billing BF bot had the lowest containment rate at 46.01%. Average session duration ranged from under 10 seconds for Billing BF to 50 seconds for A Training.
Use the Add Filter option at the top of the report to narrow results by fields like Bot Name, Media Type, Result, Result Category, or Language. For example, you could filter to a single bot to monitor its containment trend over time, or filter by Media Type to compare voice versus digital bot performance separately.
4. Drill through to session detail
From any summary report, you can drill into the individual sessions that make up a row. Click the green + icon to the left of any row to open the detail view for that group.
The detail view shows one record per bot session turn, with full context including the date and time, bot name, bot flow type, media type, message type, language, result category, whether the session was self-served, ask action type, initial intent, final intent, intent, result, bot version, and key metrics like session turns, session duration, self-served sessions, and transferred sessions.
Use the detail view to investigate specific sessions. For example, to understand what intents were detected in sessions that ended in a transfer, or to spot patterns in recognition failures across a particular bot version.
To go deeper into any single session, click on its row in the detail view. This opens the cradle-to-grave view for that interaction, which shows a timeline of the bot's actions during the session, along with a full breakdown of session details and the conversation transcript. At the bottom of the details panel, a Conversation Details link lets you jump directly to the full conversation associated with that bot session.
Have any questions or need help? Email us at support@brightmetrics.com.