Virtual Assistant usage
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
The Virtual Assistant usage dashboard provides insights into when and how customers interact with your Virtual Assistant (VA). Use this dashboard to understand customer behavior patterns and plan resources more effectively by monitoring:
Session volumes and total time spent in VA sessions.
Usage trends over time.
Session-level details for individual interactions.
Prerequisites
Prerequisite | Details |
|---|---|
Virtual Assistant feature | The Virtual Assistant feature must be enabled on your account. |
Historical Analytics license | Users need either a Viewer license (to view dashboards) or a Creator license (to create custom dashboards). |
Virtual Assistant applet | The Voice API applet must be configured in the interaction plan. Data is sourced from the Interaction Events dataset. |
Limitations
Limitation | Details |
|---|---|
No real-time data | Data is uploaded approximately every 15 minutes. Real-time performance tracking and automated threshold alerts are not available. |
Session outcomes
VA sessions end in one of three outcomes:
Outcome | Description |
|---|---|
Resolved | The VA successfully addressed the contact's issue without a live agent’s assistance. |
Escalated | The session was transferred to a live agent. |
Abandoned | The contact disconnected before resolution or escalation. |
Session results depend on the tag configuration in your VA flows in AI Studio. For details, see the Session outcomes section on the Virtual Assistant Historical Analytics page.
Filters
At the top of the dashboard, you can set global filters that apply to all tiles:
Name | Description | Default |
|---|---|---|
Date range | The period of time you want to analyze data for. You can choose different preset ranges or specify your custom date range | Last 30 Days |
Session time | The duration of VA sessions you want to analyze. You can narrow down sessions by removing those that are too short or too long. | is any value |
Time unit | The unit of VA session durations you want to analyze. Choose from different duration units:
Providing a Time unit is mandatory to display the dashboard. | Seconds |
Tiles
Total number of sessions tile
Displays the total number of VA sessions in the selected time range.
Total time in virtual agents tile
Displays the combined duration of all VA sessions in the selected time range.
Number of sessions and total time in virtual agents over time tile
Displays virtual assistant usage trends over the selected time period. The chart contains the following elements:
Chart element | Type | Description |
|---|---|---|
Number of sessions | Line | The total number of VA sessions per day. Shown on the right axis. |
Total time in virtual assistance (hh:mm:ss) | Line | The combined duration of all VA sessions per day. Shown on the left axis in hh:mm:ss format. |
Number of sessions and total time in virtual agents (per month) tile
Displays a monthly summary of VA session volumes and durations. The tile contains the following columns:
Column | Description |
|---|---|
Start month | The month during which the session started. Format: YYYY-MM. Example: 2024-01. |
Number of sessions | The total number of VA sessions for that month. |
Sessions time | The combined duration of all VA sessions for that month. Format: hh:mm:ss. |
Totals | The aggregate number of sessions and combined session duration across all months in the selected time range. |
Interaction details tile
Displays details about each VA session. The tile contains the following columns:
Column | Description |
|---|---|
Interaction ID | The unique identifier for the session. |
Start time | The date and time the session started. Format: YYYY-MM-DD hh:mm:ss. Example: 2024-01-31 19:36:45. |
Connect from | The address of the party that initiated the interaction.
|
Connect to | The address that the contact used to reach the VA.
|
Session result | The outcome of the VA session:
|
Session time | The duration of the VA session. Format: hh:mm:ss. |