{"id":64,"date":"2021-01-29T14:03:51","date_gmt":"2021-01-29T14:03:51","guid":{"rendered":"https:\/\/multisite.korebots.com\/SupportAssist\/?p=64"},"modified":"2021-01-29T14:03:51","modified_gmt":"2021-01-29T14:03:51","slug":"live-board","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/live-board\/","title":{"rendered":"Live Board"},"content":{"rendered":"<p><span style=\"font-weight: 400\">Live Board acts as the application dashboard. Contact Center managers can get a bird\u2019s eye view into the current day\u2019s performance of the SmartAssist application.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Managers can perform a variety of analyses and quickly diagnose and deviate from the expected activity with this view. A few scenarios where Live Board can be helpful include:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Getting a view of the total conversations routed through SmartAssist.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">An understanding of the incoming customer traffic throughout the day.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Understanding the common support topics that your customers are looking for.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">The following metrics are currently available within SmartAssist:\u00a0<\/span><\/p>\n<table>\n<tbody>\n<tr>\n<td>\n<p style=\"text-align: center\"><b>Metrics<\/b><\/p>\n<\/td>\n<td>\n<p style=\"text-align: center\"><strong>Details<\/strong><\/p>\n<\/td>\n<\/tr>\n<tr>\n<td><b>Total Activity<\/b><\/td>\n<td><span style=\"font-weight: 400\">Overall interactions that have occurred within the SmartAssist application on that day. This is further subdivided into <em>Calls<\/em> and <em>Chats<\/em> respectively.<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Total Automation<\/b><\/td>\n<td><span style=\"font-weight: 400\">A subset of the total activity. Automation counts the number of interactions that do not involve any human interaction. These are further subdivided into Q&amp;As and Conversations.\u00a0<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Total Transfers<\/b><\/td>\n<td><span style=\"font-weight: 400\">Another subset of total activity. This section counts the total number of interactions that have involved a transfer. These are further subdivided into Chat and Voice agent transfers.\u00a0<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Total Deflections<\/b><\/td>\n<td><span style=\"font-weight: 400\">A count of the total deflections on SmartAssist. These are further subdivided into Forced vs Optional deflections, depending on the customer.<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Top Use Cases<\/b><\/td>\n<td><span style=\"font-weight: 400\">This includes the day\u2019s most popular use cases, available in a text bubble and a tabular format.\u00a0<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Automation Savings<\/b><\/td>\n<td><span style=\"font-weight: 400\">Indicates the total amount of time that customers have spent interacting with Voice Bots and Chat Bots, and is a direct measure of the amount of time saved for humans.<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Average Interaction Time<\/b><\/td>\n<td><span style=\"font-weight: 400\">Average time spent per interaction. (This does not include time spent once calls have been transferred to an agent yet). This information is also available individually for chat and voice channels.\u00a0<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Hourly Activity<\/b><\/td>\n<td><span style=\"font-weight: 400\">Bar chart-based visual highlighting interaction volumes throughout the day.\u00a0<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-482\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/liveboard.png\" alt=\"\" width=\"960\" height=\"549\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/liveboard.png 960w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/liveboard-300x172.png 300w\" sizes=\"(max-width: 960px) 100vw, 960px\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-484\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/liveboard1.png\" alt=\"\" width=\"1324\" height=\"612\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/liveboard1.png 1324w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/liveboard1-300x139.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/liveboard1-1024x473.png 1024w\" sizes=\"(max-width: 1324px) 100vw, 1324px\" \/><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-486\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/liveboard2.png\" alt=\"\" width=\"1149\" height=\"612\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/liveboard2.png 1149w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/liveboard2-300x160.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2021\/01\/liveboard2-1024x545.png 1024w\" sizes=\"(max-width: 1149px) 100vw, 1149px\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Live Board acts as the application dashboard. Contact Center managers can get a bird\u2019s eye view into the current day\u2019s performance of the SmartAssist application.\u00a0 Managers can perform a variety of analyses and quickly diagnose and deviate from the expected activity with this view. A few scenarios where Live Board can be helpful include:\u00a0 Getting&#8230;<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[14],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/64"}],"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=64"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/64\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=64"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=64"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=64"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}