Using Cleverly’s Agent Assist solution in your customer service operations has an impact on business since it reduces the time needed for an agent to reply to a customer, by suggesting the best answer for each customer question. In the Metrics section of your Cleverly dashboard, you will be able to extract data to have a better overview of where exactly Agent Assist is having the most impact and how it is behaving for each of the predefined categories, to make better business decisions.
The Agent Assist metrics page shows you information about the following:
- Total Tickets Assisted: the total number of tickets with one or more assists (answered with an assigned/suggested macro) for the selected time range.
- Ticket Assist Rate: the total number of tickets with one or more assists (answered with an assigned/suggested macro) or the total number of tickets received for the selected time range.
- Time Savings: the average amount of time saved per ticket (which is by default set to 50 seconds).
Underneath the graph, you can see the total tickets assisted and the ticket assist rate per card/category. Both values are also affected by the existing category/language/user and time range filters.
Filtering Metrics Results
On the top of the page, you can filter the results by category, agent, language, and/or time range. When a certain category, agent, or language is selected, the total numbers change to the total for the selected category/language/user within the selected time range.