---
schema_version: "1"
id: 27eca17fdb8d3dc5dab9971d52b59603da5bf96feaf485aaf35fb164603ef530
title: Monitor, Analyze, and Refine Bot Activity
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_analyze_bot.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_analyze_bot.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9bf857265d8ffa04d22637829507cd989c334bcdbc01d37eee48f49faa0cb6a4
description: To improve your bot, learn how to report on bot activity. Build standard reports using the Conversation Definition Sessions, Conversation Definition Dialog Daily Metrics, and Conversation Definition Hourly Dialog Metrics objects. To use CRM Analytics with Einstein Bots, download the Einstein Bots Value dashboard from AppExchange.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Monitor, Analyze, and Refine Bot Activity

To improve your bot, learn how to report on bot activity. Build standard reports using the Conversation Definition Sessions, Conversation Definition Dialog Daily Metrics, and Conversation Definition Hourly Dialog Metrics objects. To use CRM Analytics with Einstein Bots, download the Einstein Bots Value dashboard from _AppExchange_.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35799e58">User
              Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">To build and manage Einstein Bots:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">
              <p>Customize Application</p>
              <p>OR</p>
              <p>Modify Metadata</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Manage Bots</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">To access analytics:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">Use Analytics</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">To create, edit, and delete Analytics dashboards:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">Create and Edit Analytics Dashboards</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">To create, edit, delete, and share Analytics
              applications:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">Create Analytics Apps</td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce).

Reporting on bot activity is crucial to your team’s success. Business users want to understand key metrics such as average handle time or number of escalations so they can report the value that the bot adds to the team. Bot admins can create a better customer experience and improve bot performance by understanding conversation activity.

Bot Reporting Requirements and Limitations

Bot activity is automatically logged without sensitive information. In the event logs, Message, Input, and Output values are replaced with the phrase Sensitive data not available. To view all the data related to bot activity, enable [Log Conversations](https://help.salesforce.com/s/articleView?id=service.bots_service_log_conversations.htm&release=264.0.0&type=5 "Use the Log Conversations setting to store conversation data from the Chat Transcript and Messaging Session objects in event logs. Then dig into bot sessions to troubleshoot your bot.") on the Overview page in the Bot Builder.

For more information about bot data limitations, refer to [Einstein Bots and Your Data](https://help.salesforce.com/s/articleView?id=service.bots_service_data.htm&release=264.0.0&type=5 "Einstein Bots includes two types of data: event data and intent data. Intent data, the data bots use to decide between intents, is discussed in Intent Management. Event data shows the details of actual bot conversations. You can use event data to create reports on trends, drill down into sessions to identify errors at the source, and use versioning to seamlessly update your bot.").

Monitor and Optimize Bot Performance with Goals

Design bot conversations with a goal in mind and then use goals to fine-tune your dialogs. Add a goal to a dialog to track how often your customers reach a specific point in the conversation. Then go to the Goals page of the Bot Builder or run a standard report to monitor completed goal counts and other goal performance metrics. Learn more at [Optimize Bot Performance with Goals](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal.htm&release=264.0.0&type=5 "Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs.")

Use Einstein Bot Reports in Standard Reports

Report on all bots or a specific bot across date ranges and share insights with key stakeholders in minutes. Identify your customers’ most used dialogs and point out areas for improvement by reviewing exceptions, bot confusion, and transfers.

Reports include:

- All Bot Sessions Last 30 Days
- All Bot Sessions Today
- Confusion Frequency Last 30 Days
- Confusion Frequency Today
- Dialog Frequency Last 30 Days
- Dialog Frequency Today
- Dialogs with Exceptions Last 30 Days
- Dialogs with Exceptions Today
- Session Ended by Dialog Last 30 Days
- Session Ended by Dialog Today

Learn more at [Navigate Einstein Bot Standard Reports](https://help.salesforce.com/s/articleView?id=service.bots_service_reports.htm&release=264.0.0&type=5 "Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders.").

You can create your own standard reports with key metrics using the Conversation Definition Sessions, Conversation Definition Dialog Daily Metrics, and Conversation Definition Hourly Dialog Metrics objects. To create a standard report, you must create a report type with the object before creating the report.

Export Bot Data

You can access bot data by using the API or the Data Loader. To export bot sessions or event logs, use the Conversation Definition Session, Conversation Event Log, or Conversation Definition Session Engagement objects using API version 49.0 or higher.

You can export any standard bot report as a formatted report. Or you can export the detail rows from any standard bot report in Excel or CSV format. From the report you want to export, click to expand the dropdown menu, and then select **Export**. Then choose your export view.

View Bot Event Logs in the Bot Builder

1. From the Bot Builder menu, click **Performance**.
    
    ![Performance option in the Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_performance.png)
2. Select the **Events Log** tab.

- **[Optimize Bot Performance with Goals](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal.htm&release=264.0.0&type=5)**  
    Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs.
- **[Navigate Einstein Bot Standard Reports](https://help.salesforce.com/s/articleView?id=service.bots_service_reports.htm&release=264.0.0&type=5)**  
    Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders.
- **[View Bot Performance with CRM Analytics](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_analytics.htm&release=264.0.0&type=5)**  
    Use the Einstein Bots Value managed package to quickly build and dig into reports and visualizations for bot business value, KPIs, and analytics. The dashboard uses your chat data and bot performance metrics, plus cost information specific to your organization (for example, cost per service rep per hour), to let you measure your bot’s value against your organization’s business objectives.
- **[Troubleshoot Your Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_events_log.htm&release=264.0.0&type=5)**  
    Bots are an integrated product—they include Bot features, input from Chat and Messaging channels, and they work together with Apex and Flows. A great way to get started is to learn how to use the Event Logs to troubleshoot.

#### See Also

- [Get Started with Einstein Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enable.htm&release=264.0.0&type=5 "On the Einstein Bots setup page, turn on bots, create an Einstein bot, and access your list of bots.")