Zoom Virtual Agent Reports

The following sections outline different reports and data available with Zoom Virtual Agent.

Chatbot Performance Report

The Chatbot Performance Report offers supervisors and administrators a comprehensive visual overview of Zoom Virtual Agent effectiveness and performance within an account, including key insights into areas for enhancement and actionable improvements that can optimize chatbot performance. Within the report, supervisors can see metrics including self-service rates (SSRs), engagement counts, and average response time, as well as insights into Bot Flow effectiveness in resolving consumer issues, ultimately contributing to a reduction in support contacts

This report is broken down into multiple categories, discussed in the following sections. For more information, refer to Zoom’s support center for the Chatbot Performance Report.

Overview Tab

The Chatbot Overview Report provides data and graphs for key chatbot performance indicators. Inside, the report includes customizable timeframes and can filter data by bot, Campaign, and outcome.

With the Overview Report, the following information is available:

Overview Detail Tab

Supplemental to the Overview Report, the Detail tab of the report provides additional insight to chatbot conversations. With the Detail Report, the following information is available:

Bot Flow Tab

The Bot Flow tab measures an array of chatbot metrics that can indicate a chatbot’s effectiveness with end users. Information reported includes:

Using this information, an admin or authorized user can identify underperforming elements of a chatbot and improve Bot Flow or underlying logic to reduce unnecessary support handoffs and reduce conversation duration.

Intents Tab

The Intents tab provides valuable insights into the chatbot's performance and its ability to understand and respond to user queries effectively. Information reported includes:

• Matched Intent Breakdown

• Intent Distribution

• Intent Trend

Knowledge Base Tab

The Knowledge Base tab provides insight into knowledge base article performance within the chatbot. Information reported includes:

Query Insights Tab

The Query Insights tab provides valuable insights into the queries consumers enter into the chatbot. Information reported includes:

• Query Matching

• Query Trend

• Query Handling

Consumer Engagement Surveys Report

With the Consumer Engagement Survey, supervisors and account admins can review the results of surveys from consumers, including applicable engagement IDs and an aggregated overview of scores for the given timeframe.

History Data Download Report

With Zoom Virtual Agent’s History Data Download report, admins can download up to the last two years of query or engagement data for additional analysis. Data is exported on a per-Campaign basis, but can include all Campaigns simultaneously if desired. Additionally, data can be exported in a CSV, JSON, or XML format.

Exportable engagement data includes:

Exportable query data includes:

Subscriptions

The Subscriptions section allows supervisors to automatically subscribe to recurring reports on a weekly basis for Campaign results. Within the report, an account admin or supervisor can view a summary of a Campaign’s performance for the previous week, ending on either Saturday or Sunday, subject to the subscriber’s preference.

Content provided within the Weekly Highlights Email Report includes:

• Key Metrics

  • Self-Service Rate

  • Number of Engagements

  • Number of Self-serviced Engagements

• Intent Trends

• Top Bot Flows (most used last week)

• Top Articles (most used last week)

From the email, users can click on each metric to view additional details within the web portal for additional insight and information.

Refer to Zoom’s support center for more information on subscribing to Zoom Virtual Agent reports.

Monthly Usage Report

The Monthly Usage Report provides a snapshot of chatbot engagement volume for the current subscription month, as well as projected overage costs. Within the report, an account admin can view the following information: