Once the Bot is deployed and is being used you might want to Track and Measure user interactions with the Bot, how Skills are being utilized, identify Training opportunities, Measure the Performance of Support Agents.
Luma VA provides the following Dashboards to monitor the performance of the Bot.
KPI Dashboard
Usage Dashboard
Agent Chat Dashboard
KPI Dashboard
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 to view the key metrics related to Return On Investment with the Luma 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
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.
Key metrics related to the following categories are given in the usage Dashboard:
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:
Total User Requests
Average Wait Time, Average Chat Time
Agent Accepted Chats, Agents Unaccepted Chats
Unattended Transfer to Agent Requests