Optimize the Performance
by tracking success and failure scenarios
Track session trends with the breakup of self-service, drop-off and agent sessions, along with insights into tasks and intents used in these sessions.
Metrics that you can’t Ignore to Analyze Virtual Assistants’ Effectiveness
Self-Service Conversations
Track the sessions where a user has completed an interaction successfully. It includes all the sessions that are neither ‘agent transfer’ sessions nor ‘drop-off’ sessions.
Drop-Offs
Trace user journey and estimate the errors by tracking drop-offs. These are the sessions where the user exits in the middle of task execution, task failures or intent not found scenarios.
Agent Transfer Conversations
Successful self-service is the virtue of good virtual assistants. Learn the reasons for transferring the sessions to an agent and evaluate the results to predict the trend.
