Live Agent Insights for Skills

If your skill is configured for live agent transfer, you can compare the number of conversations that it routed to its agent hand-off flow (via Agent Initiation and Agent Conversation states) to the conversations that were handled by its other flows.

Depending on the dialog flow definition, live agent chats can either be explicitly requested by the user, or requested by the skill on the user's behalf (or both).

Insights begins its live agent reporting after the first traversal of the agent hand off flow. Once this happens, the Insights reports include the Handler filter and along with it, charts and metrics for comparing the skill and live agent conversation handling. The Handler filter only displays when you filter the report on dates during which an agent hand off was attempted.

Note:

Insights reporting, through its Skill and Live Agent handlers, covers all of the communication between the end user, the skill, and the live agent. This is not the case for DA as Agent conversations, where Insights only covers the conversation up until the chat has been transferred to the live agent. For full reporting on DA as Agent conversations, use Oracle Fusion Service Analytics.

Tip:

Instrument your skill with custom metrics to add detail to the live agent reporting.

Review the Deflection Rate

From the Overview report, you can access the Deflection Rate charts by selecting Skill from the Handler menu. In this section of the Overview report, Insights tracks the conversations that the skill deflected from the live agent as a donut chart that's segmented by skill- and agent-handled conversations and as a trend line chart that plots the conversations over time. Clicking an arc on the donut chart opens the Conversations report filtered by agent or skill.

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Live Agent Conversation Metrics for Skills

You can access these metrics by selecting Live Agent from the Handler filter (which only displays when you filter the report by a date or date range that includes live agent transfer conversations).

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Live Agent Conversation Metrics

These metrics reflect how well the skill has been off-loading tasks for live agents.

• Total number of conversations – The total number of conversations for the selected time period and channel that include both conversations that requested a live agent and conversations where no live agent was requested.
• Conversations handled by live agent – The total number of conversations with live agent requests.
• Conversations handled by skills – The total number of conversations (either complete or incomplete) with no live agent requests.
• Conversations resolved by skill – The number of conversations that completed (that is, the dialog traversed to the exit state) with no live agent requests.
• Conversations abandoned while waiting for live agent - The number of conversations where users were never handed off to a live agent, despite having requested one. Conversations can be considered abandoned when users never connect with live agents, possibly because they've left the conversation or were timed out.
• Deflection Rate – The percentage of conversations, which is calculated as the tally of Conversations Resolved by Skill divided by the tally for the Total Number of Conversations.
• Number of users that were transferred to a human agent – The total number of users (unique and otherwise) who were transferred to a user agent.
• Number of unique users that were transferred to a human agent – The total number of unique users (a group that may include returning users) who were transferred to a live agent. To gauge skill usability, you can compare this metric, which may include returning users, to the number tallied by the Total number of conversations.
  
  
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Live Agent Handle/Wait Times

Use these metrics to assess the user experience for live agent chats.

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• Average Duration of Skill Conversations – The average number of seconds that users have spent having conversations as calculated by adding up the total amount of time from the start to the end of each conversation by the total number of conversations.
• Average Duration of Live Agent – The average number of seconds that users spent on conversations that were routed to a live agent. This amount of time, which is typically longer than the Average Duration of Skill Conversations, is calculated by adding up the total amount of time spent on all live agent conversations divided by the Conversations Handled by Live Agent tally.
• Average Wait Time for the Live Agent – The average number of seconds that the users had to wait in the queue before they were eventually connected to an agent.