Agent Assist report
Last Update: Oct 2024 • Est. Read Time: 2 MINAgent Assist is a paid add-on that uses AI to elevate agent responses. With this feature, agents can perform actions such as instantly composing messages using the information in your organization's knowledge base and translating customer inquiries and responses in real-time.
The Agent Assist report helps you understand how often these AI features are being used and by who, the languages your conversations are being translated to and from, and view key metrics such as first contact resolution rate and average CSAT score of conversations that used AI.
Who can access this feature? | |
User types | Managers can access reports. |
In this article:
- First contact resolution rate chart
- Reply text enhancers chart
- Two-way message translation chart
- Customer Satisfaction (CSAT) Score chart
- Frequency of usage over specific timeframe chart
- Agent breakdown table
- Translation usage table
- Translation usage by agent table
To access the AI Agent report, go to Reporting and then select Agent Assist.
Note: This report is only available if you have Agent Assist features turned on.
First contact resolution rate chart
This chart shows the inbound conversations that used AI that were first marked done in this period, are currently in a Done status, contain at least one message, and have never been reopened or merged, divided by the total inbound conversations that used AI first marked done in this period that contain at least one message and have never been merged.
Reply text enhancers
This chart shows the total count of times that each of the following Agent Assist features were used:
- Conversation summary
- Fix spelling & grammar
- Expand text
Two-way message translation chart
This chart shows two metrics that let you quickly see how many translations have occurred.
- Count of translated words is the total count of words translated using AI.
- Total translated conversations is the total count of conversations translated using AI.
Customer Satisfaction (CSAT) Score chart
This chart shows the average Satisfaction score for conversations where an Agent Assist feature was used at least once, broken down by channel. The score is calculated by dividing the number of 'Positive' ratings by the total number of surveys 'rated,' then multiplying by 100 to generate a percentage value.
Frequency of usage chart
This chart shows how often Agent Assist features were used during the day.
Agent breakdown table
This table shows how often each agent used Agent Assist features during the selected time period.
Translation usage table
This table shows the conversations that were translated during the selected time range. Details include the language the message was translated from (Source) and the one it was translated to (Target).
Translation usage by agent
This table shows how often each agent used the translation feature during the selected time period. Details include the languages messages were translated into and the number of words translated into each language.