Insights offered by Real-Time Assist report

This report provides insights into the real-world impact of Real-Time Assist on agent performance and customer satisfaction, helping you gather feedback for continuous improvement and measure the feature's effectiveness. The report offers insights into the following key areas:

• Usage metrics: Track how often agents use the Get Suggestions button, the number of suggestions offered per interaction, and the feature's adoption rate.
• Impact on KPIs: Monitor changes in Average Handle Time (AHT), consults/transfers, customer satisfaction (CSAT)/ auto CSAT, and First Contact Resolution (FCR) for interactions where Real-Time Assist were used.
• Action execution: Track the number of unmoderated and moderated actions performed and their success rates.
• Real-time transcription KPIs: For voice interactions, cross-reference the performance of Real-Time Assist with the real-time transcription KPIs report to ensure the underlying transcription service is performing optimally.

Sessions tab

The Sessions tab provides a detailed record of every interaction where an AI Assistant skill was used for Real-Time Assist. It can be used for auditing, debugging, and continuous improvement of AI Assistant skill performance in live interactions. To effectively leverage the insights from this tab, perform the following actions:

1. View and filter interactions: The Sessions page displays a list of all interactions where AI Assistant skills provided suggestions:
   • • Search: Use the search bar to find specific interactions by contact session ID, consumer ID or interaction ID.
     • Filter: Apply filters to narrow down the list by:
       • Contact date: Interactions within a specific time range.
       • Agents, teams, queues: Interactions handled by specific personnel or routed through particular queues.
       • Channel types: Voice or digital interactions.
       • Actions suggested/performed: Interactions where specific actions were proposed or performed.
       • Errors occurred: To filter sessions in which an error occurred.
       • Hide test sessions: To exclude test sessions from your view.
       • Agent handover happened: To filter sessions where an agent handover occurred.
       • Downvoted: To filter sessions that were downvoted by agents.
       • Flagged interactions (if implemented): Interactions flagged by human agents for review.
2. Detailed interaction view: Click on any interaction in the list to view comprehensive details:
   • Interaction transcript: The full conversation between the human agent and the customer, provided by the real-time transcriptions feature.
   • AI Assistant skill used: Identifies which AI Assistant skill provided suggestions for this interaction.
   • List of suggestions: Shows all suggestions provided to the human agent, linked to the specific customer query that prompted them.
   • Source of suggestions: Displays the top articles, FAQs, or sections from the knowledge base that were used to generate the suggestions. This allows you to verify the accuracy and relevance of the information.
   • Actions suggested and performed: Provides details on which actions were proposed and whether they were performed (in unmoderated or moderated mode).
   • Agent modifications: If a human agent edited any fields in a moderated action before submission, these modifications are recorded.
   • Additional context: Any extra information provided by the human agent to refine suggestions is visible.
   • Metadata: Includes contact session ID, human agent ID/name, team ID/name, queue ID/name, contact date/time, and channel type.

History tab

The History tab provides a record of the configuration changes and versions of your AI Assistant skills. While not directly a performance monitoring tool for live interactions, it is crucial for understanding why performance might have changed due to configuration updates.

• Version history: Tracks different published versions of your AI Assistant skill, allowing you to revert to previous configurations, if needed.
• Change logs: Provides a detailed log of modifications made to the AI Assistant skill's settings, including who made the change, when, and what was changed. This is essential for auditing and debugging configuration-related issues.