Adding Automations to your customer service operations has an impact on business since it eliminates the need for manually performing certain tasks, leaving agents more time to focus on your customers. In the Metrics section of your Cleverly dashboard, you will be able to extract data to have a better overview of where exactly Automations are having the most impact and how they are behaving for each of the predefined categories.
The Automations metrics page shows you information about the following:
- Total Automations: current number of automations.
- Automation Rate: percentage of automated tickets of the total number of tickets for the selected time range.
- One-Touch Resolution: total number of one-touch automated tickets out of the total number of automated tickets for the selected time range.
- Cost Savings: the amount of money saved by automating the tickets within this time range. We consider an average cost per ticket of $2.5. The cost savings only accounts for the tickets resolved with one touch.
Underneath the graph, you can see each of your active automations that also hold the total number of automated tickets (usage) and the one-touch resolution percentage per automation (one-touch resolution). Both values are also affected by the category/language and time range filters.
Filtering Metrics Results
On the top of the page, you can filter the results by category, language, and/or time range. When a certain category or language is selected, the automation rate changes to the total number of automated tickets for that specific category or language or the total number of tickets for the selected time range. The same applies to the percentage of one-touch resolutions and to the cost savings. The total number of automations are not affected by any of the filters.