Analytics
Autopilot analytics
You cannot run support on autopilot blind. Botdesk shows what the bots closed on their own, where they handed off and which lane is heating up — so you staff the right shifts, write the right articles and know the autopilot is earning its keep.
Trust, but verify — daily, in one minute
Delegating to bots without seeing their work is how automation horror stories start. Botdesk assumes you will check — and makes checking absurdly cheap. The overview reads like a shift report: how many conversations came in, how many the bots closed alone, what they handed to people and why, which lanes ran hot.
That one-minute skim replaces the anxious spot-checking most teams do with their first bot. When something looks off — a spike in handoffs from the returns lane, say — the number is a doorway: click through to the actual conversations behind it and see for yourself what the bot said.
Reports built for support decisions
The ready-made views answer the questions support leads actually ask: is the autopilot pulling its weight this month, where is the queue growing, what would one more article save us, do we need another person for the holidays — or another bot? Each report exists because a real decision depends on it.
When your question is unusual, the builder assembles a custom view from the same ingredients — lanes, channels, outcomes, time — and any report can become the Monday-morning ritual: the numbers that matter to your shop, waiting on one screen before the standup.
- for everything the autopilot did overnight
- 1 screen
- tracked separately: closed, escalated, open
- Every lane
- bot-closed chats a month on the Squad plan
- 2,000
- to try the full reports free, no card needed
- 14 days
From gut feeling to numbers, in a month
Day 1 — see the baseline
The moment bots go on shift, the counters start: volume by lane, first-reply speed, what resolves without a person. Your 'before' picture, captured automatically.
Week 1 — find the hot lane
One topic is always noisier than expected. The lane view names it with numbers, and that becomes the obvious next bot or the next article to write.
Week 2 — check the handoffs
Read the escalated conversations: were the handovers right? Tighten a trigger here, widen an authority there — the escalation report shows the effect within days.
Month 1 — plan with evidence
Staffing the holiday season, choosing the next lane to automate, moving plans up or down — decisions that used to be debates become a glance at a chart.
How the numbers keep you honest
Every chat lands in a lane
Conversations are tagged by topic and by which bot touched them, automatically. No manual bookkeeping, no 'misc' pile hiding the truth.
Outcomes are recorded
Closed by a bot, escalated with a summary, finished by a person — each conversation carries its ending, so the reports count results, not activity.
Lanes roll up into reports
Ready-made views answer the standing questions: what closed itself this week, where handoffs spiked, which lane is growing faster than its bot can learn.
You act on the loudest signal
An overheating lane means a playbook to tighten or an article to write; a quiet one means authority you can widen. The report points; the fix usually takes minutes.
Frequently asked questions
- Will I understand the reports without an analyst?
- Yes — they are written in support language, not chart language: conversations closed, handoffs, open queue, busiest lanes. If you can read a shift report, you can read all of it. The one-minute morning overview is the only habit you need.
- Can I see whether a bot is actually making things worse?
- Directly. Every bot's record is inspectable: what it closed, what it escalated and every individual conversation behind those counts. If customers keep reopening a bot's chats, that shows up too — and points at the exact playbook line or article to fix.
- Do the numbers cover all channels together or separately?
- Both. The overview blends web chat, email and messengers into one picture of demand, and any report can be split by channel when you need it — for instance to discover that evening questions arrive on WhatsApp and staff the night bot accordingly.
- Can I build a report for my weekly team meeting?
- Yes. Compose the view once — say, closed-by-bot per lane plus open queue and the week's escalations — and revisit it each Monday. On the Fleet plan the builder also covers multiple brands side by side, one screen for the whole portfolio.
- How do I know when to change plans?
- The usage view shows bot-closed conversations against your plan's monthly allowance, with the trend. Approaching the ceiling means the autopilot is winning — move up a plan or add a top-up pack; drifting far below might mean the smaller plan fits. Either way you decide from a chart, not a surprise on the invoice.