0
2.1.0
Zurich Patch 1, Zurich, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1, Yokohama, Xanadu Patch 9, Xanadu Patch 4, Xanadu Patch 3
AI Analytics enables admins to monitor and analyze the usage, performance, and engagement of Now Assist features and capabilities implemented and activated on an instance. It includes both Now Assist Analytics embedded inside of Now Assist Admin and AI Engagement Analytics that focuses on AI Assistants (Now Assist in Virtual Agent & Now Assist panel) related metrics.
- Monitor usage, performance, and value of Now Assist features, skills, and capabilities offered under the Now Assist products implemented and activated. You can view the dashboard from the Analytics tab in the Now Assist Admin console.
- Now Assist Analytics data framework provides a consistent data source and pipeline to build eventing from various tables needed for the calculation of self-service metrics. These can then in turn feed indicators within Platform Analytics, as well as modify any future out-of-the-box dashboards provided for Now Assist.
- Now Assist products and workflow tables can be leveraged as analytics data sources and prebuilt indicators.
- Monitor usage, adoption, and engagement factors for Virtual Agent interactions and Now Assist panel engagements via AI Engagement Analytics.
- New
- Added initial baseline metrics for AI Assistant (Now Assist in Virtual Agent and Now Assist panel) related insights.
- Added metrics coming from Conversation Insights tool that analyzes all conversations for Inferred CSAT score and CSAT factors including resolution, confusion, user frustration, empathy, escalation, effort, and transfers and escalations.
- Changed
- Fixed
- Removed
- Required plugins and products
- Generative AI Controller (automatically installed with Now Assist)