The dashboard displays metrics such as sentiment ratings, resolution rates, CSAT, and other performance data for virtual agents. Dashboard filters include Agent, Queue, and Timeframe.
If you have enabled the Voice Virtual Agent feature you can access this dashboard. To view the dashboard go to Dashboards > Virtual Agents > Calls.
Filters
Filters (Agent, Queue, Timeframe) are available at the top of the dashboard.
Metrics
This table describes each metric available in the Voice Virtual Agent Dashboard
Metric |
Description |
Total Sessions |
The number of VA call sessions. |
Total Volume per Hour |
The number of VA call sessions divided by the number of hours between provided from/to timestamps |
Consumer Initiated Sessions |
The number of VA call sessions started by the consumer directly (for example, not the Agent). |
Transferred by Live Agent Sessions |
The number of VA call sessions started by a transfer from a Live Agent call session by the Agent. |
Total Responses |
The number of VA responses across all call sessions. |
Resolved by Virtual agent |
The number of VA call sessions that the VA resolved. Usually a resolved call is one where the VA resolves the issue from the customer and gets some acknowledgement in the call that it has done so. |
Planned Transfer |
Indicates when the voice virtual agent transferred the call to a human agent through planned interaction. For example, the virtual agent understood what the consumer was requesting and sent them to the proper queue/agent. This formats as True or False. |
Escalation |
The number of VA call sessions that the VA escalated to an agent by explicit consumer intervention (either through clicking the escalate button or saying in a virtual agent call that they would like to talk to a human). |
Abandoned* (VA) |
The number of VA call sessions where the end user left before VA could resolve the call or escalate to a live agent. |
Average Handle Time |
The average time that a VA call session lasts. |
Average Abandon time* (VA) |
The average time that an abandoned VA call session lasts. |
Average Session Responses |
The average number of VA responses in a given VA session |
Rate of Misunderstanding |
The average number of fallback responses a VA makes in a given call session. A fallback response is a response that is given from the VA when it doesn't have a rule for what to say next with a given customer response. |
Sessions over time |
Time series data that plots the number of sessions over time within the given time range the query is operating in |
Rate of Misunderstanding over time |
Time series data that plots the rate of misunderstanding over time within the given time range. |
Rate of Misunderstanding by Virtual Agent |
A breakdown of Rate of Misunderstanding that computes the rate of misunderstanding for each virtual agent. |
Sentiment Score |
Average Sentiment Score of VA Sessions. Calculation: (Total Sentiment Score of all call sessions / Total no of Virtual Agent messages) |