Metrics Available in BI Services
These performance and activity metrics are currently tracked and maintained 'out-of-the-box' by U-Assist Business Information (BI) Services:
Metric | Description |
|---|---|
Number of conversations | Total number of conversations for a selected time period |
Total number of conversations - Trend | Conversations trend across different Experiences, Agents and time spans |
Number of active conversations (Call/Chat) | Total number of ongoing conversations (live call or chat) |
Number of active conversations (Call/Chat) - Trend | Trend of active conversations across different Experiences, Agents and time spans |
Average conversations (Day/Agent/Experience) | Average number of conversations across a selected time span, Agent or Experience |
Average handle duration | Average duration of interaction with Customer |
Average handle duration - Trend | Average handle duration trend across time spans, Experiences and Agents |
ACW Timing | Time required by the Agent for after call work like submitting summary and editing/accepting/rejecting metadata |
ACW Timing - Trend | Trend of ACW timing across different time spans, Experiences and Agent |
Average number of calls handled per Agent | Average number of conversations handled by the Agents |
Number of Agents | Total number of Agents configured for the account |
Number of concurrent Agents | Total number of Agents concurrently active in the account |
Average number of concurrent Agents | Average number of Agents concurrently active in the account |
Topics/Call Reasons - Trend (Hour/Day/Week/Month/Year) | Number of times each Call Reason was detected |
Alerts distribution for Agent and Supervisor (Hour/Day/Week/Month/Year) | Distribution of Alerts notified to the Agents compared to the Supervisor |
Alert Type (Hour/Day/Week/Month/Year) | Distribution of Alert Type (Information/Critical/Coaching) across time spans |
Promise Status Tracker | Distribution of Promise Status across different filters |
Intent Accuracy: Detected/Not Detected | Number of Intents that were detected automatically in relation to those detected manually |
Entity Accuracy: Detected/Not Detected | Number of Entities that were detected automatically in relation to those detected manually. |
Promises Accuracy: Detected/Not Detected | Number of Promises that were detected automatically in relation to those detected manually |
Average Alerts generated per call | Average number of Alerts generated per conversation |
Popular entities detected | Entities that were detected the highest number of times |
Most in demand Agent Promise | Agent Promises that were detected the highest number of times |
Number of Flows generated (Hour/Day/Week/Month/Year) | Count of each Flow detected |
Flow popularity | Flows that were detected the highest number of times |