0
9.1.0
Zurich, Yokohama, Xanadu, Washington DC, Vancouver
The Conversational Analytics dashboard improves Virtual Agent (VA) interactions with users by providing insights into conversational data. The dashboard also identifies underperforming topics, drives deflection, and discovers where users often transfer to live agents. The dashboard refines active topics and ultimately increases the deflection rate of VA.
- User insights and data history of user conversations.
- Conversation details - discover metadata about each VA interaction, including user, chat duration, chat transcript, and which node a user progressed in a topic.
- Filter editors to filter the data and save/load the filters.
- Deflection indicators to realize the value of Virtual Agent.
- New
- Changed
- Redesigned the User Search Metrics page to enhance data visualizations and usability.
- Introduced single score visualizations to display overall totals at a glance.
- Added bar charts to highlight the top 10 items in each of the following categories: AI Search, Contextual Search, Topic Links.
- Redesigned the User Search Metrics page to enhance data visualizations and usability.
- Fixed
- Removed
- Plugins to be installed
- Glide Conversation Server (com.glide.cs)
- User Experience Analytics (com.glide.appsee) where applicable
- Role required: admin