Default Dashboard
Uniphore provides a default U-Self Serve Session Management Dashboard for each account, enabling a quick way to answer many basic questions about your call center operations right 'out-of-the-box'. The Dashboard includes both key metrics and graphical chart displays that reflect runtime data as well as historic data.
Session Management Dashboard Components
Component / Sample Questions | Details |
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Session Metrics | Key metrics that provide at-a-glance statistics about call center activities during the selected time period.
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Transferred Session Informetrics How many Sessions were transferred to an Agent? Are there specific times when more Agent transfers are requested? | Charts that compare the total number of Sessions against the number of Sessions that were transferred to an Agent during the selected time period. Also provided are trend charts showing the daily percentage of transfers and the number of transfers by hour.
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Contained Sessions Informetrics How many Sessions were contained? Are there specific times when more Sessions are contained? | Charts that compare the total number of Sessions against the number of Sessions that were contained during the selected time period. Also provided are trend charts showing the daily percentage of contained Sessions and the number of contained Sessions by hour. Containment means that the end user successfully interacted with the Bot and did not require further assistance by a call center Agent. A contained Session is any Session where the built-in variable USelfServe Containment was set to 'True' during the call. For more details about this variable click here. The definition of what makes a Session contained is based on the specific customer use case defined for a Bot. For example, an outbound call might be set as contained when two key Session values are successfully filled, while an inbound call might be set as contained when user authentication is successful.
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Call Statistics What proportion of Sessions are finished? How does the number of transferred Sessions compare with hang up Sessions? Are there specific times when more Session hang ups occur? | Charts that compare total numbers of transfers, hang ups and finished Sessions during the selected time period and show the relative percentage of each. Also provided is a trend chart showing the number of transfers, hang ups and finished Sessions by hour.
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Intents Informetrics What are your customers' most common call reasons (Intents)? What are the most common reasons for transferring to an Agent? | Charts that show the highest trending Intents during the selected time period, as well as the most common reasons a Session is transferred to an Agent. The charts reflect absolute counts of occurrence in descending order.
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Messages Informetrics How well are messages being handled? Are we lowering our unanswered messages? Which word utterances should we be covering in our Bot training? | Key metrics on the messages sent, answered and unanswered during the selected time period, and trend charts that compare answered against unanswered messages and show the relative percentage of each. For the purpose of these metrics, a message is any response that is sent or received by the Bot. In addition, a graphic word cloud is displayed showing the most common words spoken during the selected time period.
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User Metrics How many of our end users are returning users? How do we know when we are increasing reuse by our existing users? | The total count of unique end users that were detected during the selected time period and a chart that compares the total number of Sessions against the number of unique end users.
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