Metrics Definitions - Virtual Agent

Number of Interactions

Definition - The 'Number of Interactions' metric stores the number of times the Virtual Agent responded through generated answers, search results, and instances of no response.
Calculation - If the Virtual Agent is triggered 10 times, with 4 instances of generated answers, 3 of search results, and 3 where no response is found, the 'Number of Interactions' count will be 10. Even if one request triggers both generated answers and search results, it's counted as a single interaction.
Reporting Unit - Number
Impact of Business Hours - No Impact

Definition - The 'Number of Responses' metric stores the number of times the Virtual Agent responded through generated answers and search results.
Calculation - If the Virtual Agent is triggered 10 times, with 4 instances of generated answers, 3 of search results, and 3 where no response is found, the 'Number of Responses' count will be 7. Even if one request triggers both generated answers and search results, it's counted as a single response.
Reporting Unit - Number
Impact of Business Hours - No Impact

Definition - The 'Number of Generated Answers' metric stores the number of times the Virtual Agent responded only through generated answers.
Calculation - If the Virtual Agent is triggered 10 times, with 4 instances of generated answers, 3 of search results, and 3 where no response is found, the 'Number of Generated Answers count' will be 4
Reporting Unit - Number
Impact of Business Hours - No Impact

Definition - The 'Number of Positive Feedback' metric tracks how often requesters selected the 'Yes, marked as solved' option in response to solutions provided by the Virtual Agent.
Exclusions - If a requester does not choose any feedback option, either positive or negative, for solutions given by the virtual agent, those instances are not included in the 'Number of Positive Feedback' metric.
Calculation - If the Virtual Agent is activated 10 times and there are 5 instances of users choosing 'Yes, marked as solved', 2 of 'No, create a ticket', and other 3 of no feedback, the 'Number of Positive Feedback' will register as 5.
Reporting Unit - Number
Impact of Business Hours - No Impact

Definition - The 'Number of Negative Feedback' metric tracks how often requesters selected the 'No, create a ticket' option in response to solutions provided by the Virtual Agent.
Exclusions - If a requester does not choose any feedback option, either positive or negative, for solutions given by the virtual agent, those instances are not included in the 'Number of Negative Feedback' metric.
Calculation - If the Virtual Agent is activated 10 times and there are 5 instances of users choosing 'Yes, marked as solved', 2 of 'No, create a ticket', and other 3 of no feedback, the 'Number of Negative Feedback' will register as 2.
Reporting Unit - Number
Impact of Business Hours - No Impact

Last updated 7 months ago