Virtual Assistant summary

The Virtual Assistant summary dashboard presents the data about virtual agent sessions. Information about a virtual agent session includes details about the total duration and the result.

At the top of the dashboard, you can set global filters for this dashboard:

• Data range — the period of time you want to analyze data for. You can choose different preset ranges or specify your custom data range. By default, Data range is set to yesterday.
• Session duration — the duration of virtual agent session you want to analyze data for. You can narrow down the virtual agent sessions in the dashboard, removing sessions that are too short or too long, for example. By default, virtual agent sessions of all durations are included.
• Time unit — the unit of virtual agent session durations you want to analyze data for. Choose from different duration units: milliseconds, seconds, minutes, hours, or days. Providing Time unit is mandatory to display the dashboard. By default, Time unit is seconds.

Total number of sessions tile

The Total number of sessions tile displays the number of virtual agent sessions that met the defined filter criteria.

Total resolved sessions tile

The Total resolved sessions tile displays the number of resolved virtual agent sessions that met the defined filter criteria.

Total escalated sessions tile

The Total escalated sessions tile displays the number of escalated virtual agent sessions that met the defined filter criteria.

Total abandoned sessions tile

The Total abandoned sessions tile displays the number of abandoned virtual agent sessions that met the defined filter criteria.

Sessions by result tile

The Sessions by result tile displays a breakdown of virtual agent session result. The pie chart shows the percentage of sessions that were abandoned, escalated, or resolved.

Number of sessions and results over time tile

The Number of sessions and results over time tile displays how Virtual Assistant usage has changed over time.

The Number of sessions and results over time tile contains a bar chart showing the number of virtual agents sessions on each day and line chart showing the number of those sessions that were abandoned, escalated, or resolved.

Avg session time tile

The Avg session time tile displays the average duration of virtual agent sessions that met the defined filter criteria.

Avg time to resolve tile

The Avg time to resolve tile displays the average time it took to resolve the virtual agent sessions that were resolved and met the defined filter criteria.

Avg time to escalate tile

The Avg time to escalate tile displays the average time it took to escalate the virtual agent sessions that were escalated and met the defined filter criteria.

Avg time to abandon tile

The Avg time to abandon tile displays the average time it took to abandon the virtual agent sessions that were abandoned and met the defined filter criteria.

Average time in virtual agents over time tile

The Average time in virtual agents over time tile displays how the duration of virtual agent sessions has changed over time.

The Average time in virtual agents over time tile contains a bar chart showing the average duration of virtual agents sessions on each day and line chart showing the average duration of the sessions that were abandoned, escalated, or resolved.

Interaction details tile

The Interaction details tile displays basic details about the interaction, such as start time, session result, and session time.

The Interaction details tile contains the following columns:

• Interaction ID — the unique identifier for the interaction.
• Start time — the exact time and date on which the interaction started to the closest second. In YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
• Connect from — the address of the party that initiated the interaction; the source of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect from is the customer's address. For an outbound interaction, it is the agent's callback number. For an internal interaction, it is the agent's name.
• Connect to — the address of the party being contacted by the interaction; the target of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect to is the address that the customer used when contacting VCC. For an outbound interaction, it is the address of the customer being contacted. For an internal interaction, this is the name of the agent being contacted.
• Session result — the result of the virtual agent session: abandoned, escalated, or resolved. 
• Session time — the duration of the virtual agent session. In hh:mm:ss format. For example, 19:36:45.