49 Insights for Oracle Service Cloud Chat

The Overview report's Intents bar chart and key phrase cloud (accessed by clicking This is an image of the Insights icon. in the left navbar) enable you to find out how many user requests were handled by live agents. For example, you can use the number of DA-as-Agent conversations routed to the system.RequestAgent 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..
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