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In the previous chapter, we have covered how to monitor the performance of the Bot. Now let us see how to set up the KPI parameters.

The parameters set here are used by Luma to calculate KPI metrics presented in the KPI Dashboard. The KPI metrics are calculated based on the KPI Settings and the KPI Metrics defined at the Tenant level and each skill level. These indicate how your skill adds value to the organization. The Organizational Key Performance Metrics available on KPI Dashboard indicate the value that Luma VA brings to your organization in terms of Money and Time saved. It helps you to view information on Return On Investment with Luma VA and helps you understand how your users are leveraging the Bot.

The KPI metrics on the dashboard are calculated based following configurations:

  • KPI Parameters configured for each skill

  • KPI Settings for your Tenant.

Configure KPI Parameters for a skill

Follow the below steps to set the KPI Parameters of your Organization for a skill in the Luma Bot Builder application:

  1. Navigate to Bot menu → Skill Builder.

  2. Click on the Create Skill. Configure the Skill as required.

  3. If using an existing skill, open the Skill in Edit mode.

  4. On the Skill details screen, add Skill details such as Name, Category, and Description.Set the set the following KPI Parameters:

    1. Actionable Support Requests:  Enter the Number of minutes saved on Actionable Support Requests by executing the Skill. 

    2. Automated Resolutions:  Enter the Number of minutes saved on Automated Resolutions by executing the Skill.

    3. Deflected Support Requests:  Enter the Number of minutes saved by executing the Skill and deflecting support request.

  5. Click Save.

Info

  • At least one KPI metric is required to save the Skill successfully.

  • KPI Parameters should be set diligently as these configurations determine KPI dashboard Metrics calculations and values.

Configure KPI Settings

Follow the below steps to KPI settings for your tenant:

  1. Navigate to Tenant menu → Settings → Tenant Information.

  2. Click Edit.

  3. On the KPI Settings section, set the following:

    1. Average Support Agent Cost Per Hour: This is the Average Support Agent cost per Hour for your organization.

    2. Average Support Agent Time saved for follow-up in Minutes: Defines the average time saved for Support Agent by triggering/automatically doing the follow-up process from Luma.

    3. Currency: The currency selected here is used to represent metrics on the Dashboard.

  4. Click Save.

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Configuring Messages for knowledge and services

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User and Group Management