Idea ID: 2772698

Virtual Agent Reporting

Status : Waiting for Votes
Waiting for Votes
See status update history
over 1 year ago

1) Intent success reporting

One of the purposes of the VA is to reduce the number of Requests logged and physical agent interaction.

So for example,  30 Requests are logged out of 30 interactions with the VA. Theoretically this is a bad statistic, because you would expect the VA's intent to be configured to resolve  the interaction by either providing an article or  through orchestration.

Having the ability to report against the number of VA interactions vs. number of logged Requests will assist in determining the success and value of the configured intent 

2) Abandoned chat reporting

for example, 100 users interacted with the VA, 80 abandoned the chat because it was fruitless and did not solve their issue, which resulted in only the 20 being successful

Having the ability to report against the quality of the intent and articles as well as the number of abandoned chats will assist in determining the success of the configured intent