Dashboard
The Dashboard tab provides real-time data on customer conversations, messages, and intents
. At a glance, you can track how your bot
is doing and identify specific areas for improvement.
View Your Dashboard
-
In CXone Mpower, click the app selector
and select Bot Builder.
- Click the bot you want to work with.
- Click Insights
in the left icon menu.
- Click the Dashboard tab.
On the Dashboard tab, you can:
- View widgets that display various metrics and charts about how your customers are interacting with your bot.
- Filter the data by date, channel
, and tags.
- Refresh the data to bring in the newest information.
- Reset the filters to their default values.
Widgets
The Dashboard page has 17 predefined widgets. There are conversation widgets, message widgets, and a tag widget. Some display a numerical metric and some display charts.
For each widget, you can either click any data point or click Show Conversations to create a search query that shows all relevant conversations. When viewing the query, you can click Manage Search
and enter a name for the query to save it for future use.
Numerical Metric Conversation Widgets
- Conversations: The total number of conversations handled by the bot.
- Active conversations: The total number of conversations that are currently being handled by the bot.
- Abandoned conversations: The total number of conversations that have only one inbound (customer
) message and are older than one hour.
- Escalated conversations: The total number of conversations that have been escalated to a live agent.
- Unique customers: The total number of unique customers that have interacted with the bot.

Chart Conversation Widgets
- Conversations in time: Compares the evolution of all conversations. The data is split into active, abandoned, and escalated conversations.
-
Conversations breakdown: Compares conversation types. The data is split into Active, Abandoned, and Escalated conversations. The data in this pie chart correlates to the data in the numerical metric widgets of the same names.
-
Conversation length: Shows how many conversations have the same number of inbound (customer
) messages.

Numerical Metric Message Widgets
- Messages: The total number of both inbound and outbound messages.
- Inbound messages: The total number of inbound messages (from customers
).
- Outbound messages: The total number of outbound messages (from the bot
).
- Misunderstood messages: The total number of messages that required NLU fallback.
- Average intent classification %: The average percentage of intents
the bot classified correctly.

Chart Message Widgets
- Messages in time: Compares how many messages there were over time. The data is split into inbound, outbound, and total messages.
- Intent breakdown: Compares classified intents
. Each section of the pie chart represents a different intent and shows how many inbound messages were classified for that intent. An additional section shows misunderstood messages, which are messages that used NLU Fallback.
- Top 15 intents: Shows the inbound message count for the top 15 classified intents.

Tags Widget
Tags: Compares how often a tag is applied to a conversation over time.
