59 Insights for Oracle B2C Service Chat and Oracle Fusion Service Chat

The Overview report's Intents bar chart and key phrase cloud (accessed by clicking in the left navbar) enable you to find out how many user requests were handled by live agents for both DA-As-Agent conversations and live agent transfer conversations. For example, you can use the number of DA-as-Agent conversations routed to system.RequestAgent intent as one indicator for escalations (which you may want to keep at a minimum). You can compare the usage of this intent to the skill's other intents. You might have other intents that result in agent transfer, such as the DA-as-Agent's system.UnsatisfactoryResponse intent, or a handleProblems intent in an agent-integration skill. Additionally, you might want to track knowledge and answer intents for FAQs, which respond to the user and deflect conversations from the live agent.

Description of the illustration agent_metrics_usage.png
For live agent transfer implementations, you can review digital- and skill-level metrics to assess how well your skills and digital assistants have been offloading tasks from live agents.