Description
Reporting
Bot Analytics (BA) and Work Force Management (WFM) data is intended to provide real-time data on your bots and work-force. You can use the data to understand bot/agent activities and thereby determine effectiveness and efficiency.
BA and WFM metrics available can be divided in a few different categories.
- Bot containment and transfer metrics
- Bot Intent metrics
- Bot Interaction and Custom event metrics
- Abandoned and SLA metrics
Business Questions
The main business question we are trying to solve are
- How are my bots performing?
- What is the volume of conversations handled and escalated to the agents by my bots?
- How many customer interactions which are stuck or abandoned?
- How many conversations were abandoned after human agent response?
- What is the volume of conversation which were within/breached SLA?
Related Links
For more information, click here.
Status
Live
