Introducing Conversation Goals

Conversation Goals can now be configured so you can track and report on how well your Bot is performing key tasks or jobs. Goals have predefined values, and come with a standard set of built-in reporting, making it easy to understand where your automation is working well, and where you can optimize.

Goals can be set by configuring a Set a goal action in in the Configuration Pane of the Bot Designer by selecting a Goal and one of the predefined values of Attempted, Succeeded, or Failed. The Conversation Handled Goal is available by default, and additional Goals can be be configured under Admin > 'Conversation Goals', or inline when adding a Set a goal action in the Bot Designer. A Goal Summary button is available in the upper right corner of the Flow Pane that allows you to see which Goals are being referenced when editing a Bot. A colored indicator appears on the corner of each Behavior in the Flow Pane to show which are setting a Goal. Further information about configuring Goals can be found in the Goals Documentation.

Reporting on Goals is found under Reports > Insights > 'Bot Goals'. The Summary section provides an overview of how your bots are performing with charts showing the proportion of conversations handled by Bots, compared to those that were escalated to a human agent, a comparison of how many conversations had a Succeeded verses Failed goal, and which Goals are being set. The Details section provides a breakdown of the Total, Succeeded and Failed conversations per each configured Goal. Additional details about Goal reporting can be found in the documentation.

Affected Users:Manager, Administrator