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To use Set KPI in your skill follow the below steps:

Drag and drop "Set KPI" on the canvas.

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On the properties panel, select the KPIs to be updated and the effort (in minutes) saved.

  1. You may update the following KPIs:

    1. Deflected Support Requests: The KPI indicates that the skill can deflect a support request. Specify the number of minutes that the skill can save as the user request is directly resolved and a support request is avoided

    2. Resolved with Knowledge: The KPI is linked to ‘Deflected Support Requests’. Mark 'Resolved with Knowledge' if a Knowledge Article deflects the ticket.

    3. Resolved with External Information: The KPI is linked to ‘Deflected Support Requests.’ Mark 'Resolved with External Information' if the ticket is deflected using the information generated from external sources like the Internet or generative AI.

    4. Actionable Support Requests:  Use the KPI to indicate that the skill creates a well-structured, actionable ticket. Specify the number of support minutes that can be saved by creating an actionable support request through Skill. The default value is set to 5 minutes.

    5. Automated Resolutions: The KPI indicates that the skill resolves user issues using an automated service. Specify the number of support minutes that can be saved by the execution of the automated service, skill, or job by executing the Skill.

    6. Ineffective Best Response: This is a Luma Knowledge KPI. The KPI indicates that the Knowledge Articles returned in the result set are incorrect or irrelevant to the user’s request.

    7. Knowledge Gap: This is a Luma Knowledge KPI. The KPI indicates that Knowledge articles are unavailable for the user’s request and the phrase should be marked as a Gap in Luma Knowledge.

    8. Knowledge Feedback: The Luma Knowledge KPI is used to record feedback on a Knowledge Article or a FAQ presented to the end-user. Select the type of article , and provide the Artifact ID and Feedback (Helpful/Not Helpful).

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    9. Skill Gap: This is a Luma VA Skill kpi. If the users response is negative during the conversation, using this kpi one can identify the cases where skill training or new skills are required.

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Info

  • The Luma Knowledge KPIs are managed in Luma Knowledge. The Dashboard in Luma Knowledge is updated based on the KPI information in Luma Virtual Agent.

  • KPIs can also be updated conditionally as part of Rule conditions. For more information, refer to Using Rule Sets. 

  • For Knowledge Feedback KPI, use the Knowledge context variables to get the FAQ and Article ID. For Example, Use@{knowledgeArticle.preciseAnswerId} to get FAQ ID of the answer presented to the user. Refer to Use Variables in Skills.

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