Genesys Cloud provides administrators with comprehensive bot performance monitoring capabilities through the Analytics Workspace, accessible via Menu > Analytics > Analytics Workspace after obtaining required permissions (Analytics > Bot Aggregate – View and Architect > Flow – Search). The Bot Performance Detail view displays operational metrics including entries, durations, conversation turns, and intents, with configurable columns that users can customize, filter, and arrange according to specific monitoring needs.
The platform supports extensive date filtering options through preset ranges (Today, Yesterday, This Week, Last Week, Previous 7/30 days, This Month, Last Month, Previous 3 Months) and custom ranges up to 6 weeks, with data viewable by day, week, or month. Users can navigate between time periods using preset arrows and adjust time zones via dropdown selection, with the ability to save reports using selected time zone settings. The view does not auto-update; users must click Refresh to display current data.
Media type filtering allows simultaneous selection of multiple interaction types through toggle filters, with the exception that voice and callback types cannot be selected concurrently. Selected media type icons display above column headers for reference. Data visualization includes optional chart display functionality accessible through the Show/Hide chart icon.
Table management features support enhanced accessibility through improved keyboard navigation, screen reader support, and focus management. Users can show, hide, and rearrange columns via the Edit columns icon, with options to sort alphabetically and group by categories. The platform allows selection of up to 20 columns and supports column resizing by dragging borders to accommodate longer values. Horizontal scrolling enables access to additional columns when the view exceeds available screen width. Column modifications require explicit saving and affect only the current display without altering underlying data.
Filtering capabilities enable users to search by bot name through a search interface and select multiple bots via checkboxes. Detailed filtering options include Bot Product (Amazon Lex, Genesys Bot Flow, Google Dialog Flow), Bot Result, Bot Provider (Amazon, Genesys, Google), Recognition Failure Reason, Bot Final Intent, Bot Intent, Bot Slot, Bot Version, Message Type, and Bot Flow Type (bot, digital bot, unknown, voice survey). Filter and column settings can be saved as custom views for quick access to specific data subsets.
The following permissions:
Analytics > Bot Aggregate – View
Architect > Flow – Search
Administrators can use the Bot Performance Detail view to see operational bot data, such as the number of entries, durations, number of turns, and intents.
Click the name of a bot to see the detail. To see the view, perform the following:
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Bot Performance and then click the view name to open it.
Click the name of a bot.
Available columns
To view the available columns, see Bot Performance Detail view section in the View available columns in performance views by category article.
To see the bot flow version and related metrics for a bot, click in the bot’s row. The bot versions and their data display under the bot’s row.
For more information about a bot version, click the bot version number. The detail view for that bot opens with the Bot Version filter active to represent that bot version.
Customize the view
Customize the view to show only certain data. For example, you can choose to show only certain columns or filter to see information for certain bots. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.
To customize analytics views, use the date filter.
To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks.
To use a preset to filter metrics, complete the following steps:
To display the date filter, click the date.
In the Presets list, select a preset date option.
Date presets
Presets
Description
Today
Shows data for the time period that includes the current interval.
Yesterday
Shows data for the previous day.
This week
Shows data for a Sunday through Saturday time period.
Last week
Shows data for the previous week, Sunday through Saturday.
Previous 7 days
Shows data for the previous seven days.
This month
Shows data for the current month, with no extra days.
Last month
Shows data for the previous calendar month with no extra days.
Previous 30 days
Shows data for the previous 30 days.
This month by week
Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months
Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Day
Shows data for a single 24-hour day.
Week
Shows data for a Sunday through Saturday time period.
Month
Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week
Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
To use a custom date range to filter metrics, complete the following steps:
Click the date to display the date filter.
Select a start date and an end date on the calendar.
Click Apply.
To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.
To filter by media type, perform the following:
Click the Toggle filters panel icon .
Select the required media type.
Notes:
When filtering, you can select more than one media type. Click the relevant media type to select or deselect the type.
You cannot select the voice and callback types at the same time.
If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
The available media types may vary from those shown above.
The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.
Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .
Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.
To show or hide columns:
At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.
To reorder the columns within the column picker:
At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.
Notes:
You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
To position the column, use the Up or Down arrow keys.
Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.
To reset a view to default column settings, click Reset view to defaults .
You can select up to 20 columns.
To better accommodate your screen size and reporting needs, you can customize the table layout in the view.
Resize columns
To resize the width of a column:
Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
Release the mouse button when the column reaches the desired width.
Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.
Scroll horizontally
If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.
To view more columns:
Use the horizontal scroll bar at the bottom of the table.
Scroll left or right to access columns that are not currently visible.
Horizontal scrolling lets you view all available data while maintaining your selected column widths.
Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.
To filter the view to see only the bots that you want, click the Filter bot(s) search icon . Enter the name of the bot in the Filter bot(s) field, and select the bot from the search results. You can continue to enter and select additional bots to add to the view.
Filter by selecting bots
You can select multiple bots to filter by.
In the bot’s row, select the check box.
Continue selecting bot check boxes to add to filters.
Click Add to filters.
To stop filtering by a bot, above the table, click beside that bot’s name.
To filter by information about the bot, click Filters , and then search or scroll to select the filter that you want to use.
Filter
Description
Bot Product
Displays information for the selected bot products, such as Amazon Lex, Genesys Bot Flow, Google Dialog Flow, and others.
Bot Result
Displays information for bot sessions that end with the selected disconnect and exit results.
Bot Provider
Displays information for the selected bot providers, such as Amazon, Genesys, and Google.
Recognition Failure Reason
Displays information for bot sessions where the bot did not recognize user input due to a specific reason.
Bot Final Intent
Displays information for bot sessions that end with a specific, defined intent.
Bot Intent
Displays information for bot sessions that include a specific, defined intent.
Bot Slot
Displays information for bot sessions that include a specific, defined slot.
Bot Version
Displays information for a specified bot version.
Message Type
Displays information for one or more message types.
Bot Flow Type
Displays information for the selected bot flow type such as bot, digital bot, unknown, and voice survey.