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Check Metrics

This guide will help you understand how to monitor and analyze both bot efficiency and agent performance using the platform's dashboards and reporting tools.

Overview of Metrics​

Importance of Metrics​

  • How metrics drive improvement
  • Key performance indicators (KPIs)
  • Balancing quantitative and qualitative measures
  • Setting performance benchmarks
  • Building a data-driven support culture

Types of Metrics Available​

  • Bot performance metrics
  • Agent efficiency metrics
  • Ticket handling metrics
  • Knowledge utilization metrics
  • Customer satisfaction metrics
  • Screenshot of metrics overview dashboard

Bot Efficiency Dashboard​

Accessing Bot Analytics​

  • Navigation to bot analytics dashboard
  • User permission requirements
  • Date range selection
  • Filter options
  • Export capabilities
  • Screenshot of bot analytics dashboard

Key Bot Metrics​

  • Conversation volume
  • Resolution rate
  • Escalation percentage
  • Knowledge article utilization
  • Average conversation duration
  • Response accuracy scores
  • User satisfaction ratings

Conversation Flow Analysis​

  • Understanding conversation paths
  • Identifying successful flows
  • Recognizing abandonment points
  • Analyzing escalation triggers
  • Question clustering insights

Bot Improvement Insights​

  • Identifying training opportunities
  • Knowledge gap detection
  • Common failure point analysis
  • Success pattern recognition
  • Trending topics identification

Agent Efficiency Dashboard​

Accessing Agent Analytics​

  • Navigation to agent performance dashboard
  • Team vs. individual views
  • Comparative analysis tools
  • Time period selection
  • Custom report generation
  • Screenshot of agent dashboard

Key Agent Metrics​

  • Ticket resolution time
  • First response time
  • SLA compliance rate
  • Customer satisfaction scores
  • Tickets handled per period
  • Knowledge article creation/usage
  • Escalation frequency

Team Performance Analysis​

  • Workload distribution visualization
  • Comparative team metrics
  • Queue management efficiency
  • Cross-team collaboration metrics
  • Shift coverage analysis

Individual Agent Insights​

  • Performance trends over time
  • Strength and improvement areas
  • Knowledge contribution metrics
  • Customer feedback patterns
  • Training opportunity identification

Reports and Exports​

Standard Reports​

  • Daily/weekly/monthly summaries
  • Trend analysis reports
  • SLA compliance reporting
  • Volume and capacity planning
  • Customer satisfaction summaries

Creating Custom Reports​

  • Report builder walkthrough
  • Metric selection and combination
  • Visualization options
  • Scheduling automated reports
  • Distribution list management
  • Screenshot of report builder

Data Export Options​

  • CSV/Excel export process
  • API data access overview
  • Data integration capabilities
  • Raw data vs. processed metrics
  • Data retention policies

Using Metrics for Improvement​

Setting Performance Goals​

  • Establishing realistic benchmarks
  • Incremental improvement targets
  • Team vs. system-wide goals
  • Leading vs. lagging indicators
  • Performance review frameworks

Identifying Training Needs​

  • Skills gap analysis
  • Knowledge domain expertise mapping
  • Bot training prioritization
  • Agent coaching opportunities
  • Team capability enhancement

Process Optimization​

  • Workflow efficiency analysis
  • Bottleneck identification
  • Resource allocation insights
  • Automation opportunity recognition
  • Self-service enhancement strategies

Best Practices​

Metrics Review Cadence​

  • Daily operational reviews
  • Weekly performance summaries
  • Monthly trend analysis
  • Quarterly strategic reviews
  • Annual planning insights

Balanced Scorecard Approach​

  • Combining efficiency and quality metrics
  • Balancing speed and accuracy
  • Measuring both bot and human performance
  • Incorporating customer feedback
  • Process and outcome measurements

Continuous Improvement Culture​

  • Data-driven decision making
  • Regular performance dialogues
  • Celebrating improvements
  • Collaborative problem-solving
  • Experimentation and innovation

Next Steps​

After becoming familiar with metrics, consider:

  1. Setting up regular metric review meetings
  2. Creating custom dashboards for different roles
  3. Establishing performance improvement goals
  4. Implementing a metrics-driven improvement process

Troubleshooting​

Data Accuracy Issues​

  • Missing or incomplete data
  • Metric calculation discrepancies
  • Time zone and date range problems
  • Filter configuration issues
  • Data synchronization delays

Getting Help​

  • Support resources for analytics
  • Report configuration assistance
  • Data interpretation guidance
  • Performance benchmarking resources