KPI Dashboard provides Organizational Key Performance Metrics in terms of Money, Time saved, and the value that Luma brings to the organization. It enables to view the key metrics related to Return On Investment with the Luma. This DashBoard is beneficial in many ways, and empowers Management, System Administrators to get real-time data on the Metrics.
The KPI metrics are calculated based on the KPI Settings and the KPI Metrics defined at the Tenant level and each skill level.
For more information on configurations, please refer to Tenant Settings and Create Skills.
KPI Metrics configurations should be set diligently as these configurations determine KPI dashboard Metrics calculations and values.
In Luma, the following Metrics are envisioned:
Actionable Support Requests
Automated Resolutions
Deflected Support Requests
Follow-ups
KPI Dashboard is available as a Landing page for Bot Builder. You may also navigate to KPI Dashboard under the Bot menu.
You may select the Date Range for viewing the Metrics. View metrics for predefined ranges like Last 24 Hours, Yesterday, Last 7 Days, etc., or select Custom to view metric between specific dates. Select “Since Inception“ to view metric since the beginning of the system
By default, the Date range is set to “Last 30 days“.
The selected filter will reflect the metrics and are presented in the Dashboard.
Total Cost saved
Return on Investment in terms of Cost Savings, achieved by having Luma in the organization. A cumulative sum of the total Cost saved from Actionable Support Requests, Automated Resolutions, Deflected Support Requests, Follow-ups based on the selected date range.
Total Time saved
Total Time saved with the help of Luma Virtual Agent to fulfill the user requests which otherwise would have been spent by the Support Agent(s).
This is the Cumulative sum of the total Time saved for Actionable Support Requests, Automated Resolutions, Deflected Support Requests, Follow-ups for the selected date range.
Actionable Service Requests
These metrics provide details of the Actionable Service Requests tickets created by the Luma and the time saved.
Cost saved
The cost is calculated as:
Average Support Agent Cost per Minute * Average Support Agent Time saved for follow up in Minutes * Number of Service requests created
Time saved :
The time saved is calculated as:
Average Support Agent Time saved for follow up in Minutes* Number of Service requests created
Created
This is the total number of Service Requests created by the Luma for the selected range of periods.
Automated Resolutions
These metrics define the resolutions fulfilled by the Luma that involved triggering automated workflows or performing integration calls to the external systems to fulfill the user’s request. It gives the total hours saved and the total number of resolutions made automatically without the Support Agent intervention.
Cost Saved
The cost is calculated as:
Average Support Agent Cost per Minute * Average Support Agent Time saved for follow up in Minutes* Number of automated resolutions triggered.
Time Saved
The time saved is calculated as:
Average Support Agent Time saved for follow-up in Minutes* Number of automated resolutions triggered.
Triggered
This is the total number of automated resolutions triggered by the Luma for the selected range of period.
Deflected Support Requests
These metrics define the total number of Support requests fulfilled by the Luma that deflected/avoided the requests to the IT Support Team and the total cost saved out of it.
Cost Saved
The cost is calculated as:
Average Support Agent Cost per Minute * Average Support Agent Time saved for follow up in Minutes* Number of deflected service requests.
Time Saved
The time saved is calculated as:
Average Support Agent Time saved for follow-up in Minutes* Number of deflected service requests.
Deflected
This is the total number of deflected service requests by the Luma for the selected range of period.
Follow-ups
These metrics provide details of the Automated actionable follow-ups done from Luma to notify users in the channels avoiding manual follow-ups from Support Agents.
Cost Saved
The cost is calculated as:
Average Support Agent Cost per Minute * Average Support Agent Time saved for follow up in Minutes* Number of follow-ups.
Time Saved
The time saved is calculated as:
Average Support Agent Time saved for follow-up in Minutes* Number of follow-ups.
Completed
This is the total number of follow-ups sent by the Luma for the selected date range.
The metrics are calculated after the skill execution is completed.
The metrics are not calculated if there is agent transfer, user exiting the skill, executing a sub-skill, user idle conversation timeout.
The metrics currency is considered based on what is configured in the Tenant Settings.
Conversations through the Test Widget are not considered for calculating the metrics.