The “Unhandled messages” report is a very important tool to identify and analyze those expressions that the bot cannot understand for different reasons, including:
The response has not yet been trained and must be done.
User queries that were not identified and contemplated in advance.
Terms that the bot really shouldn't understand.
Emojis and special characters.
The “I don't understand” tells us how the user speaks, and it is important to analyze the occurrences or repetitions they have.
Analyzing the first and last occurrence gives us the traceability guideline on what experience the user is going through within the bot and finding opportunities for improvement.