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.
Follow the below steps to set the KPI Parameters of your Organization in the Luma Bot Builder application:
Navigate to Bot menu → Skill Builder.
Click on the Create Skill.
On the Skill details screen, add Skill details such as Name, Category, and Description.
Set the following KPI Parameters:
Actionable Support Requests: Enter the Number of minutes saved on Actionable Support Requests by executing the Skill.
Automated Resolutions: Enter the Number of minutes saved on Automated Resolutions by executing the Skill.
Deflected Support Requests: Enter the Number of minutes saved by executing the Skill and deflecting support request.
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.