Use Ruut’s Bot report to understand how recorded bot activity contributes to your support workflow.
Open the report
Select Reports → Bot, then choose the date range. The initial view is Last 7 days.
Read the summary cards
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No. of Conversations: conversations handled by the bot.
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Total Responses: messages sent by the bot.
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Resolution Rate: bot-resolved conversations without an agent’s involvement ÷ bot-handled conversations × 100.
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Handoff Rate: conversations handed to human agents ÷ bot-handled conversations × 100.
Read the charts
Resolution Count shows bot resolutions over the selected period. Handoff Count shows transfers to human agents over that period. Use the charts to identify when the pattern changed.
Decide what to improve
A handoff can be the right outcome for a complex request. Review the reasons for handoffs before treating the rate as a failure. Check whether the customer reached the right person and received a useful response.
Example: one bot-handled conversation and one handoff produce a 100% handoff rate. That tiny sample does not establish a long-term trend. Compare a broader period before changing the workflow.
If there is little or no data
Check the selected period and whether a bot is active in the relevant inbox. This page reports recorded bot activity; do not assume it represents every Sage feature or all automated messages in your account.
The screenshot below shows an example with one handled conversation, seven responses and one handoff.