Standard reporting in Kustomer

The Assistant report helps you understand how Customer Assist, our conversational assistant feature, is performing by providing a quick way to view metrics, such as how many conversations were completed by the assistant and how many were transferred to an agent.

In this article

• Assistant statuses
• Assistant report metrics
• Assistant Breakdown chart
• KIQ Conversations chart
• KIQ Conversations per assistant table

To access the Assistant report, select Reporting, and then select Assistant.

Assistant statuses

This report provides metrics and charts that give you insight into how your assistant is performing. To better understand this data, please review the following definitions for all of the available statuses the assistant can be in during its lifecycle:

• Running indicates conversations where an assistant is currently in progress. This is the assistant's default status and is final unless there is a change of status.
• Transferred indicates that the assistant tried to transfer the conversation to an agent.
  • Once the assistant reaches this status, queue rules, business rules, and SLAs will resume. Agents can now be assigned to the conversation, reply to it, or mark it as done.
  • If the agent doesn't reply to the conversation in the time specified in the assistant's volume control, the status will change to Missed.
• Ended indicates conversations where either the assistant or customer ended the conversation. The assistant ends when the customer reaches the End Conversation dialog. Customers can also end the conversation themselves if the Allow Chats to be ended option is turned on in their chat settings.
• Abandoned indicates conversations where the customer hasn't responded to an assistant question in the time specified in the Customer abandoned chat volume control setting. It is very common for customers to abandon conversations after they see an answer without acknowledging whether or not it is helpful.
• Missed indicates conversations where the agents didn't reply in the time specified in the Agent Missed Conversation volume control setting. This status can only be triggered after a conversation is transferred.
• Interrupted indicates conversations where an agent replied to the conversation in the Kustomer timeline while the assistant was running. This can occur when agents monitor assistant conversations in real-time.

The following diagram shows the paths an assistant's status can take.

You can use the Assistant Status conversation attribute to create a custom report that filters the exact assistant data you want to understand. With this attribute, your custom report can show conversations where this attribute is set to any of the available statuses (Assistant Status Is Set), or select from one of the available statuses when creating your report criteria.

Our custom reporting feature also includes 9 conversational assistant chart templates to help you get started on building your report.

Assistant report metrics

The following metrics are an overview of conversations in which an assistant participated.

The following metrics are shown:

• Started is the number of conversations created where an assistant is involved. The total shows conversations segmented by Automated and Transferred to Agents.
  
  
• Automated is the number of conversations where the assistant didn't try to transfer the conversation to an agent. This metric shows conversations where the Assistant Status attribute is equal to Running, Ended, or Abandoned.
  
  
• Transferred to Agents is the number of conversations where the assistant tried to transfer the conversation to an agent. This metric shows conversations where the Assistant Status attribute is equal to Transferred, Missed, or Interrupted. The assistant will change to this status when the customer reaches the Human Handover dialog, or an agent interrupts the conversation. Conversations will also be automatically transferred to an agent if any error occurs with the conversational assistant.
  
  
• KIQ Conversations is the number of conversations that had at least one back-and-forth message sent between your customer and the assistant and is not transferred to an agent within 24 hours after the customer's first message. A conversation where your customer performs any of these actions within 24 hours after their first message is excluded from being counted as a KIQ Conversation:
  • Creates another conversation in any channel.
  • Provides negative feedback to a Request feedback interaction.
  • Provides negative feedback during the Article Deflection interaction, or abandons the conversation without selecting any of the articles shown.
  • Abandons the conversation while the Assistant gathers Email, Phone, or Name attributes.
  • Abandons the conversation when asked about their issue during an Article Deflection or while selecting an object in an Object Selector interaction.
    
    
• Satisfaction Rating is the average Satisfaction rating, out of 5, during the selected period for conversations where the Assistant participated. Ratings are normalized across 2, 3, and 5-point survey scales.

Assistant Breakdown chart

This chart shows the weekly count of conversations that have been transferred to an agent, abandoned by the customer, ended, or currently have an assistant in progress.

KIQ Conversations chart

This chart shows the weekly count of conversations that were fully automated. 

A conversation is considered fully automated if it has at least one back-and-forth message sent between your customer and the Assistant and is not transferred to an agent within 24 hours after the customer’s first message.

A conversation where your customer performs any of these actions within 24 hours after their first message is excluded from being counted as a KIQ Conversation:

• Creates another conversation in any channel.
• Provides negative feedback to a Request feedback interaction.
• Provides negative feedback during the Article Deflection interaction, or abandons the conversation without selecting any of the articles shown.
• Abandons the conversation while the Assistant gathers Email, Phone, or Name attributes.
• Abandons the conversation when asked about their issue during an Article Deflection or while selecting an object in an Object Selector interaction.

KIQ Conversations per assistant table

This table shows the daily count of conversations that were fully automated by each of your assistants.