I've had conversations with people about how Bots "work with SMM Response" - and thought I'd start a discussion about it here. My initial explanation is as follows – first at a business level and the...
Updated 7 months ago
Version 12.0
Blog Post
We recently started using the bot, but has some questions on the best strategies to use. Our primary concern is reporting. Mainly what is the start time of an interaction, and what is the end time of the same interaction? We know that these conversations can be fluid and the customer may not respond immediately, so we are not sure how to measure agents performance, or even set a response time goal. Is there anyone out there using the bot willing to share their success stories?
Hey @CKeith, we are working on building out specific metrics around bots, however in the meantime there are ways you can measure bot activity and your agent's response times for bot handled conversations using smart views and custom analytics dashboards.
At a high-level, we define agent response time for conversations handed off by a bot as the time between when the customer asked to speak to an agent and the time the agent responded. To ensure that TAR data is accurate from a team/agent reporting perspective, we pre-filter out bot response times from our response time metrics/widgets. Additionally, we treat the first agent response after a bot handoff as the first response for purposes of measuring agent response times. This allows you to get a clear picture of how your agents are performing across all conversations including those handed off by bots.
As an example of what you can do within our analytics platform today, you could create a Smart View filtered to show only conversations that have the "Bot Handoff" system tag, and apply this Smart View to the 'Response Times' or 'Responses Meeting TAR SLA widget’. This would show you what your agent response times are when conversations are handed off by a bot so you can evaluate whether you’re meeting your goal.
Hope this helps to answer your question!