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Once the Bot is deployed and is being used you might want to Track and Measure Skills are built, End-users can start interacting with the Virtual Agent. You can get insight into the effectiveness of Luma Virtual Agent in your organization by tracking and measuring user interactions with the Bot, how Skills are being utilized, identify Training opportunities, Measure the Performance of Support AgentsSkill utilization, Training opportunities.

Luma VA provides the following Dashboards to monitor the performance of the Bot.

• KPI Dashboard

• Usage Dashboard

• Agent Chat Dashboard

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• KPI Dashboard provides Organizational Key Performance Metrics in terms of Money, Time saved, and the value that Luma VA brings to the organization.  It enables you to view the key metrics related to Return On Investment with

• Luma VA and helps you understand how your users are leveraging the Bot.

The following metrics are calculated based on the KPI Settings and the KPI Metrics defined at the Tenant level and each skill level.

• Actionable Support Requests

• Automated Resolutions

• Deflected Support Requests

• Follow-ups

Usage Dashboard

• For more information, refer to KPI Dashboard.

• Usage Dashboard provides an insight into how the bot is being utilized in your organization. It provides details on License consumption, User Adoption/Engagement, Skills adoption, and Training opportunities. These metrics aid you to understand and monitor Skills utilization, Unmatched user phrases that help to identify training opportunities for your Bot. For more information, refer to Usage Dashboard.
  

Following are a few monitoring parameters that you can check on these Dashboards:

How to view Key

• License Consumption

• User Adoption

• Training Opportunities

• Skill Adoption

Agent Chat Dashboard

Agent Chat Dashboard provides the Administrators with real-time Insights related to the performance of Support Agents Groups. It provides details about the Live and Historical conversation. These metrics help you to understand and monitor the current usage and get the metrics related to current and historical chat conversations between support agent groups and users. Helps to plan for staffing levels based on volumes.

Live Metrics

It provides the status of the logged-in Support Agents and details of the User requests received for the Support groups.

Historical Metrics

The Historical Metrics focuses and displays consolidated data of the past information:

Performance Metrics for your Organization?

To view KPI metricsfor your bot, follow the below steps:

1. Navigate to Bots Menu → Dashboard → KPI Dashboard.

2. Select the Date Range from the predefined list. You may select custom to set a specific date and time range.

3. Click Apply.

The metrics will be recalculated for the selected date range.

How to view and download the License consumption report?

1. Navigate to Bots Menu → Dashboard → Usage Dashboard.

2. In License Consumptionmetrics, view the Total Purchased License, Consumed Licenses (to date), and Available Licenses.

3. Click on the download button to download the License Consumption Report in a CSV file.

Alternatively, you may also view the report:

1. Navigate to Tenants Menu → Settings → Subscription.

2. In the License details section, click on the View Consumption button on the Consumed field.

3. You can now view the License Consumption report. Click on conversation count to view the conversation details in Conversation History.

4. Click on the download button to download the License Consumption Report in a CSV file.

How to view the identified Training Opportunities?

1. Navigate to Bots Menu → Dashboard → Usage Dashboard.

2. Select the Date Range from the predefined list. You may select custom to set a specific date and time range.

3. Click Apply.

The Training Opportunities metrics will be recalculated for the selected date range. You can view the training opportunities i.e. count of unmatched phrases identified by the bot, Average NLP skill matching score for executed skills, and number of Ambiguities identified and resolved by the Bot during the selected date range.

How to measure Skill utilization in your bot?

1. Navigate to Bots Menu → Dashboard → Usage Dashboard.

2. Select the Date Range from the predefined list. You may select custom to set a specific date and time range.

3. Click Apply.

4. The most popular or executed skills during the selected date range are populated in the Skill Adoption section.

5. Select Include System Skills to include out-of-the-box system skills to the calculation.

6. Click on the download button to download the Skill Utilization Report in a CSV file.

Alternatively, you can also view the skill utilization details on Skill Builder:

1. Navigate to Bots Menu → Skill Builder → Skills page.

2. Sort the list (descending order) on the Total Executions column.

3. The Custom Skills in your Bot will be sorted based on the total number of executions to date.