Virtual Assistant summary
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.
- 1 Overview
- 2 Prerequisites
- 3 Limitations
- 4 Session outcomes
- 5 Filters
- 6 Tiles
- 6.1 Total number of sessions tile
- 6.2 Total resolved sessions tile
- 6.3 Total escalated sessions tile
- 6.4 Total abandoned sessions tile
- 6.5 Sessions by result tile
- 6.6 Number of sessions and results over time tile
- 6.7 Avg session time tile
- 6.8 Avg time to resolve tile
- 6.9 Avg time to escalate tile
- 6.10 Avg time to abandon tile
- 6.11 Average time in virtual agents over time tile
- 6.12 Interaction details tile
Overview
The Virtual Assistant summary dashboard provides insights into how effectively your Virtual Assistant (VA) is performing and resolving customer interactions. This dashboard helps you understand VA success rates and optimize performance by showing:
Session outcome distribution (resolved, escalated, or abandoned rates).
Average time to resolve, escalate, or abandon sessions.
Performance trends over time.
Session efficiency metrics and duration patterns.
Prerequisites
Prerequisite | Details |
|---|---|
Virtual Assistant feature | The Virtual Assistant feature must be enabled for your account. |
Historical Analytics license | Users need either a Viewer license (to view dashboards) or a Creator license (to create custom dashboards). |
Voice API 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. |
Filters
At the top of the dashboard, you can set global filters that apply to all tiles:
Name | Description | Default |
|---|---|---|
Data 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 data for. You can narrow down the VA sessions in the dashboard, removing sessions that are too short or too long, for example. | is any value |
Time unit | The unit of VA session durations you want to analyze data for. Choose from different duration units: milliseconds, seconds, minutes, hours, or days. Providing a Time unit is mandatory to display the dashboard. | Seconds |
Tiles
Total number of sessions tile
Displays the total number of VA sessions that match the defined filter criteria.
Total resolved sessions tile
Displays the number of VA sessions that were resolved and match the defined filter criteria.
Total escalated sessions tile
Displays the number of VA sessions that were escalated and match the defined filter criteria.
Total abandoned sessions tile
Displays the number of VA sessions that were abandoned and match the defined filter criteria.
Sessions by result tile
Displays a breakdown of VA sessions by outcome as a pie chart. The chart shows the percentage of sessions that were abandoned, escalated, or resolved.
Number of sessions and results over time tile
Displays how the VA usage has changed over the selected time period. The chart contains the following elements:
Chart element | Type | Description |
|---|---|---|
Total sessions | Bar | The total number of VA sessions per day. |
Escalated sessions | Line | The number of sessions that were escalated per day. |
Abandoned sessions | Line | The number of sessions that were abandoned per day. |
Resolved sessions | Line | The number of sessions that were resolved per day. |
Avg session time tile
Displays the average duration of VA sessions that match the defined filter criteria.
Avg time to resolve tile
Displays the average time it took to resolve VA sessions that were resolved and match the defined filter criteria.
Avg time to escalate tile
Displays the average time it took to escalate VA sessions that were escalated and match the defined filter criteria.
Avg time to abandon tile
Displays the average time it took to abandon VA sessions that were abandoned and match the defined filter criteria.
Average time in virtual agents over time tile
Displays how the average duration of virtual agent sessions has changed over the selected time period. Session durations are shown in the format hh:mm:ss. The chart contains the following elements:
Chart element | Type | Description |
|---|---|---|
Avg. session time | Bar | The average duration of VA sessions per day. |
Avg. time to escalate | Line | The average duration of sessions that were escalated per day. |
Avg. time to abandon | Line | The average duration of sessions that were abandoned per day. |
Avg. time to resolve | Line | The average duration of sessions that were resolved per day. |
Interaction details tile
Displays basic details about each interaction. The tile contains the following columns:
Column | Description |
|---|---|
Interaction ID | The unique identifier for the interaction. |
Start time | The date and time the interaction started, to the nearest second. Format: YYYY-MM-DD hh:mm:ss. Example: 2021-07-31 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. Example: 19:36:45. |