"How busy is my bot?"
Knowing how the volume of conversations changes over time, and when your assistant is busiest or quietest, is key to setting it up correctly. It also helps you avoid overload and inefficient use of paid infrastructure.
At the top of the Conversation Metrics screen, you can monitor Total time — the number of hours spent in conversations with users. In other words, this is the amount of time your virtual assistant has saved your call center employees.
Whether you're looking at a call center or a virtual assistant, it's essential to know exactly which days and hours represent peak times, and when there is a lull. The Workload graph lets you track the number of conversations and their distribution during the selected period.
The Workload graph shows the exact breakdown by day of the week and time of day. Together, these graphs will help you accurately estimate future demand, optimize capacity, and manage operations more efficiently.