Virtual Assistants

The dashboard filters are used to filter and view the analytics data for virtual assistants (VAs) on the following dashboards in the ANALYZE section based on the user’s selection(s): Overview Dashboard Conversations Dashboard Users Dashboard Performance Dashboard NLP Insights Conversation Insights Conversations History Conversation Flows To understand the filter criteria…

To look at a specific conversation on the Conversation History Dashboard, select the relevant filters from the filter selection panel and click on the conversation on the dashboard. Learn more.

Conversations include the voice call or chat communication between a virtual assistant and a customer to fulfill a specific task. They can be one of the following types: Interactive: Involves a two-way information (requests and responses) exchange between the virtual assistant and the customer. Non-interactive: Involves one-way information exchange from…

The Conversation History module allows you to review the transcripts of past conversations and label certain conversations for follow-up or further action. The Advanced Conversation Analytics feature provides a more detailed view of the conversation, including events and custom tags, which can help you better understand the interaction between the…

Once you have implemented a virtual assistant, you can gain actionable insights on the type of users it handles, including unique, new, and returning users, and the user trends for a given period for different conversation types, conversation statuses, channels, languages, and custom conversational tags on the Users Dashboard. The…

The Overview dashboard gives a snapshot of the Virtual Assistant’s conversations, user analytics, and performance over time. You can filter the information by date, conversation type (interactive and non-interactive), conversation status, and more. To view the Overview dashboard, click the Analyze tab on the top menu and then click Overview…

After you publish a Virtual Assistant (VA), you can monitor its performance using the Performance dashboard. The dashboard provides insights into metrics such as the number of intents identified, tasks completed successfully, and any service or script failures that occur during interactions. You can use these insights to identify areas…