GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

All Analytics

The All Analytics tab helps analyze the KPIs of Agent Group or Agents for the selected time period. Go to DASHBOARD > AGENTS > Overview > All analytics section.

The Dashboard displays data for the selected time frame across the call, chat, and email channels. You can also explicitly select a date and time range of other days to view data. The following metrics are covered in this section:

  • Active – Displays the number of active or ongoing conversations with customers for an agent.

  • Closed – Displays the number of closed customer conversations of an agent.
  • Idle – Displays the number of Idle conversations where customers did not respond or did not continue the conversation with an agent after initiating a conversation.
  • Abandoned – Displays the stats for abandoned conversations where customers abandoned or closed the conversation with an agent midway.
  • Chats Deflection and CallBack Option – Displays the count of chats deflected and callback options.
  • Count of Users in Active Conversations by Skill – Managers can see an overview of the most common skills used in active conversations, idle conversations, or both. You can view a combined summary or individual graphs for voice calls, chats, and emails.

            Hover over the band to view the date, Count of Users, Skill, and Skill group.

  • Skills on Demand – Each bubble represents an activity. The bubble sizes show demand for specific skills.

Hover over the bubbles to view the date, Count of Users, Skill, and Skill group.

  • Average First Response in Chat – The Average First Response in the Chat panel indicates the average time an agent takes to provide the first response to a customer query over chat.
  • Overall Performance of Chat Agents – The performance of a chat agent can be measured using the overall handle time. The following metrics are displayed:
    • Average First Response Time: The average time an agent takes to respond to the customer chat.
    • Average Agent Response Time: The average time an agent takes to respond to the customer over the total duration of the chat.
    • Average Customer Response Time: The average time a customer takes to respond to an agent.
    • Average of Total Handle Time: The average of the “Average First Response Time + Average Agent Response Time + Average Customer Response Time” of all the agents.

Hover over each section to view the related details.

  • Average Pickup Time in Call – The average time to respond to a customer call once it lands in an agent queue.
  • Overall Performance of Call Agents: It displays the following metrics:
    • Average Pick-up Time: The average pick-up time of a customer call. 
    • Average Engagement Time: The average time agents spend engaging with a customer.
    • Average Mute Time: The average time an agent places the customer call on mute. 
    • Average of Total Handle Time: The average of the “Average Pick Up Time + Average Engagement Time + Average Mute Time” of all the agents.

Hover over each section to view the related details.

  • Average CSAT –  Average customer satisfaction scores for a specific agent. This section also displays the count of Survey Completed and CSAT Collection Rate.
  • CSAT by Channel or Agent –  Customer satisfaction scores by channel or agents. Hover over each section of the graph to view related details.
  • Conversations by Resolution Type – Count of conversations split by status – Resolved, Unresolved, Transferred, or Drop-off. You can view a combined summary or individual graphs for calls, chats, and emails.

Hover over each section to view the related details.

  • Agent by Resolution Type – Count of conversations split by agent and status – Resolved, Unresolved, Transferred, or Drop-off. You can view a combined summary or individual graphs for calls, chats, and emails.

All Analytics

The All Analytics tab helps analyze the KPIs of Agent Group or Agents for the selected time period. Go to DASHBOARD > AGENTS > Overview > All analytics section.

The Dashboard displays data for the selected time frame across the call, chat, and email channels. You can also explicitly select a date and time range of other days to view data. The following metrics are covered in this section:

  • Active – Displays the number of active or ongoing conversations with customers for an agent.

  • Closed – Displays the number of closed customer conversations of an agent.
  • Idle – Displays the number of Idle conversations where customers did not respond or did not continue the conversation with an agent after initiating a conversation.
  • Abandoned – Displays the stats for abandoned conversations where customers abandoned or closed the conversation with an agent midway.
  • Chats Deflection and CallBack Option – Displays the count of chats deflected and callback options.
  • Count of Users in Active Conversations by Skill – Managers can see an overview of the most common skills used in active conversations, idle conversations, or both. You can view a combined summary or individual graphs for voice calls, chats, and emails.

            Hover over the band to view the date, Count of Users, Skill, and Skill group.

  • Skills on Demand – Each bubble represents an activity. The bubble sizes show demand for specific skills.

Hover over the bubbles to view the date, Count of Users, Skill, and Skill group.

  • Average First Response in Chat – The Average First Response in the Chat panel indicates the average time an agent takes to provide the first response to a customer query over chat.
  • Overall Performance of Chat Agents – The performance of a chat agent can be measured using the overall handle time. The following metrics are displayed:
    • Average First Response Time: The average time an agent takes to respond to the customer chat.
    • Average Agent Response Time: The average time an agent takes to respond to the customer over the total duration of the chat.
    • Average Customer Response Time: The average time a customer takes to respond to an agent.
    • Average of Total Handle Time: The average of the “Average First Response Time + Average Agent Response Time + Average Customer Response Time” of all the agents.

Hover over each section to view the related details.

  • Average Pickup Time in Call – The average time to respond to a customer call once it lands in an agent queue.
  • Overall Performance of Call Agents: It displays the following metrics:
    • Average Pick-up Time: The average pick-up time of a customer call. 
    • Average Engagement Time: The average time agents spend engaging with a customer.
    • Average Mute Time: The average time an agent places the customer call on mute. 
    • Average of Total Handle Time: The average of the “Average Pick Up Time + Average Engagement Time + Average Mute Time” of all the agents.

Hover over each section to view the related details.

  • Average CSAT –  Average customer satisfaction scores for a specific agent. This section also displays the count of Survey Completed and CSAT Collection Rate.
  • CSAT by Channel or Agent –  Customer satisfaction scores by channel or agents. Hover over each section of the graph to view related details.
  • Conversations by Resolution Type – Count of conversations split by status – Resolved, Unresolved, Transferred, or Drop-off. You can view a combined summary or individual graphs for calls, chats, and emails.

Hover over each section to view the related details.

  • Agent by Resolution Type – Count of conversations split by agent and status – Resolved, Unresolved, Transferred, or Drop-off. You can view a combined summary or individual graphs for calls, chats, and emails.