Hi,
I'm fairly new to Bot analytics. Our company has just create a new Chatbot on Teams and I've been asked how the percentages are calculated? For example the resolution rate graph is heading up but the percentage is down by 7%.
Another example.... Escalation rate chart is going down but the percentage has a up red arrow?
I'd be eternally grateful to anyone who is able to point me in the right direction on how the numbers are derived.
Thank you,
Yin.