{"id":3710,"date":"2022-06-04T00:31:34","date_gmt":"2022-06-03T19:01:34","guid":{"rendered":"https:\/\/docs.kore.ai\/smartassist\/?p=3710"},"modified":"2022-06-04T00:31:34","modified_gmt":"2022-06-03T19:01:34","slug":"overview-5","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/overview-5\/","title":{"rendered":"Overview"},"content":{"rendered":"<p><strong>SmartAssist<\/strong> lets a contact center supervisor track the daily tasks and performance metrics of the agents mapped to the selected bot under <strong>Agent Desktop &gt; Today<\/strong>.<\/p>\n<p>This section displays the following metrics that help assess agent productivity, efficiency, and total time saved through automation using the activity counts and pie chart depictions.<\/p>\n<ul>\n<li>Total activities<\/li>\n<li>Automations<\/li>\n<li>Agent transfers<\/li>\n<li>Deflections<\/li>\n<li>The top use cases<\/li>\n<li>The hourly activity metrics for automation, deflections, drop-offs, and agent transfers.<\/li>\n<li>Top bot use cases for Q&amp;As and conversations.<\/li>\n<li>Automation Savings &#8211; Total time and Avg. time\/interaction for calls and chats.<\/li>\n<\/ul>\n<p>The sections displayed in this panel include:<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Todays_Stats\"><\/span>Today\u2019s Stats<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/todays-stats.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/todays-stats.png\" alt=\"\" width=\"602\" height=\"189\" class=\"alignnone size-full wp-image-4782\" \/><\/a><\/p>\n<p>The Today\u2019s<strong> Stats<\/strong> panel displays the current day&#8217;s data for the following:<\/p>\n<ul>\n<li><em>Total activity count<\/em> and <em>individual counts<\/em> for the\u00a0 chat and call channels.<\/li>\n<li><em>Total number of automations<\/em> and their distribution for <strong>Q&amp;A<\/strong> and <strong>Conversation<\/strong>\u00a0use cases.<\/li>\n<li><em>Total call\/chat transfers<\/em> done and the individual counts for <strong>voice agent<\/strong> and <strong>chat agent<\/strong> transfers.<\/li>\n<li><em>Total deflections<\/em> made for call and chat conversations and the optional (customer-initiated) and required (system-initiated) the <em>deflection counts<\/em>.<\/li>\n<\/ul>\n<p>These counters get updated in real-time as customer conversations progress over the current day on <strong>SmartAssist<\/strong>.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Activity_Pie_Charts\"><\/span>Activity Pie Charts<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The pie chart view of today\u2019s data is displayed in the <strong>Today\u2019s Stats<\/strong> section.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/pie-chart.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/pie-chart.png\" alt=\"\" width=\"615\" height=\"207\" class=\"alignnone size-full wp-image-4785\" \/><\/a><\/p>\n<p>The three pie charts displayed in this section include:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Automations\"><\/span>Automations<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>This chart displays the percentage counts of Q&amp;A and Conversation response automations for a live agent on the current day.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Deflections\"><\/span>Deflections<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>This chart displays the percentage counts of optional\/chosen vs. required\/forced conversational deflections that happened today for the selected bot.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Agent_Transfer\"><\/span>Agent Transfer<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>This chart displays the chat agents and voice agent comparison percentage counts of the transfers done on the current day.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Activity_by_Hour\"><\/span>Activity by Hour<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/activity-by-hour.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/activity-by-hour.png\" alt=\"\" width=\"590\" height=\"306\" class=\"alignnone size-full wp-image-4788\" \/><\/a><\/p>\n<p>This panel displays the hour-wise total activity count graph for:<\/p>\n<ul>\n<li><strong>Total Activity:<\/strong> The collective count of all the activities.<\/li>\n<li><strong>Automation:<\/strong> Counts specific to call and chat automations.<\/li>\n<li><strong>Deflection:<\/strong> Counts specific to call and chat deflections.<\/li>\n<li><strong>Drop-offs:<\/strong> Counts specific to the calls and chats dropped off by the customer.<\/li>\n<li><strong>Agent Transfer:<\/strong> Counts specific to call and chat agent transfers.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Setting_the_Hours_Range\"><\/span>Setting the Hours Range<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/activity-by-hour-scale.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/activity-by-hour-scale.png\" alt=\"\" width=\"595\" height=\"62\" class=\"alignnone size-full wp-image-4791\" \/><\/a><\/p>\n<p>To view the activity by hour graph for a specific start and end hours range, set the same on the<strong> Hours<\/strong> range meter and adjust the time from 0 to 24 hours.<\/p>\n<h4><span class=\"ez-toc-section\" id=\"Top_Use_Cases\"><\/span>Top Use Cases<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>This section displays the bubble chart for the top conversational use cases, for example, notifications, product enquiries, etc. that have customer <strong>Q&amp;As<\/strong> and <strong>Conversations<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/top-usecases.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/top-usecases.png\" alt=\"\" width=\"654\" height=\"320\" class=\"alignnone size-full wp-image-4794\" \/><\/a><\/p>\n<ul>\n<li>This activity metric helps the supervisor determine which type of interaction is in high demand among <strong>Q&amp;As <\/strong>and <strong>Conversations<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>For the detailed view of the individual <strong>Q&amp;As<\/strong> and <strong>Conversations<\/strong> counts, click the drill-down icon on the top right.<\/li>\n<li>The following screen appears where the use case-wise counts for <strong>Conversations<\/strong> and <strong>Q&amp;As<\/strong> are displayed in two separate panels.\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/top-usecases-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/top-usecases-1.png\" alt=\"\" width=\"762\" height=\"183\" class=\"alignnone size-full wp-image-4797\" \/><\/a><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/automation-savings.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/06\/automation-savings.png\" alt=\"\" width=\"602\" height=\"119\" class=\"alignnone size-full wp-image-4800\" \/><\/a><\/p>\n<\/li>\n<\/ul>\n<p>For the selected Bot, the <b>total time<\/b> and <b>average time per interaction saved<\/b> through <i>calls and chats automation<\/i> on the current day are displayed. <b>Automation Savings<\/b> is an indicator of the benefits of automation in reducing the call and chat cycles.<\/p>\n<h6>Total Time<\/h6>\n<p>The total time saved in hours and minutes (for calls and chats combined), and that for calls and chats individually through automation are displayed here.<\/p>\n<h6>Avg. Time\/Interaction<\/h6>\n<p>The average time saved per interaction in hours and minutes (for calls and chats combined), and that for calls and chats individually through automation are displayed here.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>SmartAssist lets a contact center supervisor track the daily tasks and performance metrics of the agents mapped to the selected bot under Agent Desktop &gt; Today. This section displays the following metrics that help assess agent productivity, efficiency, and total time saved through automation using the activity counts and pie chart depictions. Total activities Automations&#8230;<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[41],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/3710"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=3710"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/3710\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=3710"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=3710"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=3710"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}