Access the AI Assistant Dashboard and Reports

You require Supervisor or Administrator privileges to access Analyzer.

1

Login to Analyzer using URL provided by your administrator.

2

To view the AI Assistant reports, choose one of the following options:

  1. Click the Dashboard icon on the navigation bar.
    1. To view the AI Assistant Dashboard, use the Search function or the Tree icon  (tree) icon. AI Assistant Dashboard appears.
    2. On the AI Assistant Dashboard, click the  Ellipsis icon (ellipsis) button and click Run or double-click the dashboard card to run.
    3. View the reports in the AI Assistant Dashboard.
  2. Click the Visualization icon on the navigation bar.
    1. To view the AI Assistant Dashboard, use the Search function or the Tree icon  (tree) icon.
    2. On the AI Assistant Dashboard, click the Ellipsis icon(ellipsis) button and click Run or double-click the dashboard card to run.
    3. Click Export on the title bar to export the report in the Microsoft Excel or CSV file format.

Currently, AI Assistant Dashboard and reports are not available in the Analyzer Beta.

AI Assistant Dashboard

The AI Assistant dashboard enables you to monitor and evaluate the various features of the AI Assistant that have been implemented within your organization. This dashboard provides insightful data and analytics, helping you understand the extent of the AI Assistant's usage and its impact on your operations.

It includes the following reports:

  • Agent Summary and Wellbeing report provides insights into the wellness breaks provided to agents.
  • Auto CSAT report provides insights into the CSAT trends.
  • Dropped Call Summaries report provides insights into the dropped calls.

Screenshot showing the AI Assistant Dashboard

Report Path: Dashboard > Stock Reports > Historical Reports > Agent Reports

Output type: Table

AI Assistant dashboard and reports appear only if your organization is provisioned with AI Assistant add-on.

Agent Summary and Wellbeing

This report provides comprehensive insights into the number of wellness breaks provided to agents, along with their workload and performance metrics. It helps you evaluate the effectiveness of the wellness feature within your organization. 

Use this report to track, analyze, and optimize agent wellbeing, performance, and customer satisfaction effectively.

Following are the key insights provided by the Agent Summary and Wellbeing report:

  • Wellness Breaks—How many wellness breaks did an agent receive during a specific time period?
  • Workload & Performance—What was the agent’s workload and performance during that period, and how have these metrics improved since the wellness feature was enabled?
  • Customer Satisfaction—What has been the impact of the wellness feature on customer satisfaction, and how have CSAT scores changed over time?
  • Comparative Analysis—How do the Agent Summary metrics compare to those of agents who do not have this feature enabled?

For more information, see the 'Frequently Asked Questions (FAQs)' section of the Improve agent wellbeing and performance with burnout detection and wellness breaks article.

Screenshot displaying the Agent Summary and Wellbeing report

Report Path: Stock Reports > Transition Reports

Agent Summary and Wellbeing report contains one row for each agent. Each row contains a summary of the activities of an agent.

Output Type: Table

Parameters available in the table:

Parameter

Description

Formula

Agent Name

The name of the agent.

Used As: Row Segment

Calls Handled

Number of calls that were connected to an agent.

  • If the agent established a conference with another agent, the value increases by one for the conferenced agent.
  • If the agent transferred a call and the call was transferred back to the agent, the value increases by two.
Count of Wrapup Code Name
Calls Presented

Number of calls that were sent to the agent, regardless of whether the agent picked up the call.

If a call was connected to an agent, transferred to another agent, and then transferred back to the original agent, the value for the original agent increases by two (once for each time the call was presented).

Count of Contact Session ID
Handled Ratio Ratio of calls handled by an agent to the calls presented to the agent. Calls Handled / Calls Presented
Average Handle Time Average handle time for all calls that the agent handled. Total Handle Time / Calls Handled
Average Talk Time Average time that an agent spent in a call. Average of Connected Duration
Average Hold Time Average time that an agent put a call on hold.

Average of Hold Duration

Max Hold Time Maximum time that an agent put a call on hold. Maximum Hold Duration
Wellbeing Breaks

Number of automated wellbeing breaks offered to agents based on insights from AI-powered agent burnout detection calculations.

Auto CSAT

This report helps you to monitor Customer Satisfaction (CSAT) trends, enabling you to assess how wellness breaks impact agents' wellbeing and performance, which in turn influences customer satisfaction.

Following are the key insights provided by the Auto CSAT report:

  • Agent-Level Insights—What are the Auto CSAT scores for interactions handled by a specific agent, and what are the average, minimum, and maximum trends for that agent? 
  • Team-Level Insights — What are the Auto CSAT scores for interactions handled by a specific team, and what are the average, minimum, and maximum trends for that team
  • Queue-Level Insights — What are the Auto CSAT scores for interactions in a specific queue, and what are the average, minimum, and maximum trends for that queue?
  • Comparative Analysis — How do CSAT scores compare across different agents, teams, and queues? 
  • Areas of Improvement — What areas require coaching and training to improve agent performance?
  • Interaction Audits — Which interactions need further audits or customer follow-ups? 
  • Operational Improvements — Which areas indicate a need for operational or process improvements?  

For more information, see the 'Frequently Asked Questions (FAQs)' section of the Measure customer satisfaction with Auto CSAT article.

Screenshot displaying the Auto CSAT report

Auto CSAT report contains one row for each agent. Each row contains a summary of the activities of an agent.

Report Path: Stock Reports > Historical Reports > Agent Reports

Parameters available in the table:

Parameter

Description

Formula

Agent Name

The name of the agent.

Used As: Row Segment

Queue Name The name of a queue. Calls move from an entry point into a queue and then gets redirected to agents. Queue Name
Team Name

The name of a team.

Used As: Row Segment

Average Auto CSAT

Average of the AI-generated predicted automatic customer satisfaction scores

Max Auto CSAT

Highest predicted automatic customer satisfaction score

Min Auto CSAT

Lowest predicted automatic customer satisfaction score

Dropped Call Summaries

This report provides insights into the dropped calls and evaluates the significance of the dropped call summary.

The total call duration is the number of minutes customers spent on calls that didn’t terminate gracefully. If call drop summaries are enabled for the organization, and these customers call back, this is the amount of time that could be reduced from call handling times.

A dropped call is categorised as a call that has a termination type of abandoned, sudden disconnect or transfer error or a termination reason of System Error or Queue Timeout.

Following are the key insights provided by the Dropped Call Summaries report:

  • Benefits to the organization—How can enabling call drop summaries benefit an organization? What is the potential improvement that could be made to handling time?
  • Determine the total duration of calls—What is the total duration of calls that did not terminate gracefully?
  • Identify the types of calls—What types of calls are considered call drops?
  • Number of call drops—How many call drops are my customers encountering?
  • Identify the cause of call drops—What is the primary cause of call drops experienced by my customers?

For more information, see the 'Frequently Asked Questions (FAQs)' section of the Enhance your efficiency using AI-generated summaries article.

Report Path: Stock Reports > Historical Reports > Agent Reports

Screenshot displaying Call Drop Summaries report

Dropped call summaries report contains one row for each agent. Each row contains a summary of the activities of an agent.

Parameters available in the table:

Parameter

Description

Formula

Agent Name

The name of the agent.

Used As: Row Segment

Queue Name The name of a queue. Calls move from an entry point into a queue and then gets redirected to agents. Queue Name
Team Name

The name of a team.

Used As: Row Segment

Site Name

The call center location to which a call was redirected.

Used As: Row Segment

Call Duration

The time elapsed between the start time and the end time of the call.

Termination Type

A text string specifying how a call was terminated.

Value of Termination type
Termination Reason

The reason for ending the contact. The reason can be one of the following:

  • Agent Left
  • Customer Busy
  • Customer Left
  • Customer Unavailable
  • Not Found
  • Participant Invite Timer Expired

Customize your reports and create trend line charts

You can customize your reports and create trend line charts from them. The following sections use the Auto CSAT report as an example to demonstrate both how to customize a report and how to create trend line charts.

Customize the Auto CSAT report in the AI Assistant Dashboard

You can customize your report in the AI Assistant dashboard. Here are the steps to customize the Auto CSAT report, and you can apply a similar approach to customize other reports.

1

Login to Analyzer.

2

Navigate to Home > Dashboard > Stock Reports > Historical Reports > Agent Reports. Select the AI Assistant Dashboard and click the ellipsis button to display the report options. Choose Create a Copy option to create a custom version of the dashboard. Click Save as and save it to the desired folder.

3

Navigate to Home > Visualization > Stock Reports > Historical Reports > Agent Reports. Select the Auto CSAT report and click the ellipsis button to display the report options. Choose Create a Copy option to create a copy of the Auto CSAT report to modify it as needed. Click Save as and save to your desired folder.

4

Integrate survey responses:

  1. Identify the global variable where customer survey responses are collected.
  2. Select this global variable under Measure and include it as a profile variable.
  3. Click Save.
5

Navigate to the folder where you have saved your custom dashboard and click Edit. From visualizations under Module, add the custom Auto CSAT report that you created in step 2 to the custom AI Assistant Dashboard. Click Save.

Create Trend Line Charts

You can create trend line charts using your reports. Here are the steps to create trend line charts using the Auto CSAT report to help visualize CSAT fluctuations over time, offering valuable insights into agent performance, team efficiency, and customer experience trends. you can apply a similar approach to create trend line charts using other reports.

1

Login to Analyzer.

2

Navigate to Home > Dashboard > Stock Reports > Historical Reports > Agent Reports. Select the AI Assistant Dashboard and click the ellipsis button to display the report options. Choose Create a Copy to create a custom version of the dashboard. Click Save as and save the dashboard in your desired folder.

3

Navigate to Home > Visualization > Stock Reports > Historical Reports > Agent Reports. Select the Auto CSAT report and click the ellipsis button to display the report options. Choose Create a Copy to create a copy of the Auto CSAT report to modify as needed. You can also reuse an existing custom version.

4

Adjust data computation in the Auto CSAT table: Under the Compute section, set the interval to Daily for day-to-day trend tracking or desired time period.

5

Change the Output Type to Line Chart in the Visualization drop-down list.

6

Remove all profile variables and retain only the Average Auto CSAT to focus on core metrics.

7

Add the custom Trend Line Chart to your custom AI Assistant Dashboard. Click Save.

Share dashboard and reports through browser links

You can share browser links to reports and dashboards with standard and premium agents who cannot access the Analyzer. Agents can access the reports and dashboards through the browser links.

1

Log in to the Webex Contact Center Analyzer.

2

Run the visualization or dashboard that you need to share.

3

Copy the URL displayed on the browser. You can share this URL with the agents.