Want to see how many cases did the Chatbot solve without handing over to the agent?
Check it out in the reporting!
Let's brush up on the logic a little.
Each case appears in the reporting once it was resolved, in the performance of the agent that resolved it. With that being said, once we filter out our channel and chatbot, we should be able to see all cases resolved by the chatbot (aka a case that was not handed over to an agent).
Below you can see an example of such behaviour. The channel performance for our FB DM channel tells us that we have resolved 1159 cases which is a sum of resolved cases by all agents.
Now if we look at the agent performance we can see that the chatbot resolved 101 cases out of 1159.
By definition, all of the chatbot resolved cases should be cases that were not handed over to the agents ;)