Identify Transferred Topics and Escalated Sessions
Question
You need to identify which topic was transferred the most to the live agent and how many sessions were escalated per day.
Please select the two Power Virtual Agents analytics charts that should help you.
Answers
Explanations
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A. B. C. D. E.Correct Answers: B and E
When Power Virtual Agent chatbot cannot understand the user's intent from a conversation, it transfers or escalates the conversation to the live agent.
You can use the bot's Analytics section to identify the topics that the bot escalates the most.
Power Virtual Agents Analytics Summary charts give the user an integrated picture of the bot's usage and performance.
The Summary contains the three rows of charts.
The first row consists of Total sessions, three rate charts, and Customer Satisfaction (Number 1)
The second row includes the Engagement over time and the Session outcomes over time charts.
The Session outcomes over time chart presents the number of chats per day that were resolved, escalated, or abandoned (Number 2)
When you click on an escalated curve for a particular day, you can see how many sessions were escalated out of the total sessions for this day (Number 3)
The last row has three charts: Resolution rate drivers, Escalation rate drivers, and Abandon rate drivers.
All these drivers rate the impact of each bot's topics.
The Escalation rate driver presents the topics that made positive (blue color) and negative (red color) impacts on the escalation (Number 4)
A positive impact means that the topic's elation rate is lower than the average escalation rate and a negative impact - higher than average.
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All other options are incorrect.
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The two Power Virtual Agents analytics charts that would help identify the topic transferred the most to live agents and the number of sessions escalated per day are:
- Escalation rate drivers
- Session outcomes over time
Here is a detailed explanation of each:
Escalation rate drivers: This chart helps identify the factors that lead to the escalation of a chat session from a virtual agent to a live agent. By analyzing this chart, it is possible to identify the most common reasons why a chat session is escalated, and therefore, which topics are being transferred the most to live agents. For example, if the chart shows that the most common reason for escalation is due to complex questions, it would indicate that the virtual agent needs to be improved to handle these types of questions better. On the other hand, if the most common reason for escalation is due to customer frustration, it may indicate that the virtual agent is not able to provide adequate support to the customer.
Session outcomes over time: This chart helps identify the number of chat sessions that are escalated to live agents on a daily basis. By analyzing this chart, it is possible to identify the busiest times of day, the days of the week with the highest volume of escalations, and the number of sessions that are escalated each day. This information can help the organization plan for staffing needs and identify areas where additional support may be required. It can also help identify trends in escalation rates over time, which can help with long-term planning and resource allocation.
In summary, by using the Escalation rate drivers and Session outcomes over time charts, it is possible to identify the topics transferred the most to live agents and the number of sessions escalated per day, respectively. These insights can help organizations optimize their virtual agents and improve their overall customer support experience.