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

Analytics

The Analytics section provides you insights into the performance of your SmartAssist application for a period of time. With this section, users can get a complete understanding of their customers’ traffic patterns, the most common topics that they need help with, a summary of how SmartAssist has performed across automation, deflection and agent transfers, and many more.

The Analytics section is broadly divided into two main sections:  

  • Sessions Trend – User sessions provide an overview of the customer activity and usage patterns of SmartAssist. You can use this section to get an understanding of the split-across interaction types as well as an understanding of how session volumes vary throughout the selected period. 
  • Containment Metrics – The containment metrics section provides an overview of the performance of the three scenarios that SmartAssist Use Cases support: automations, drop-offs, and agent transfers. With the containment metrics section, users can answer questions like:
    • How long are customers interacting with SmartAssist? 
    • When do drop-offs occur?
    • Are customer intents being identified correctly?
    • What are the most common intents that are not being handled?

Sessions Trend

This section highlights the application usage and throughput. Some typical queries like most busy hours, patterns to customer behavior with regards to automation, agent transfer, etc can be resolved in this section.

Metrics 

Details

Total Sessions Counts all sessions handled by SmartAssist over the selected date range, subdivided into hourly/daily buckets (depending on the time selection). 
Hourly Heat Map Highlights the busy hours of the day.

Containment Metrics

In SmartAssist, this section includes a summary of the three main interaction methods such as automation, transfers, and deflection along with success/failure metrics. 

Containment Metrics is further classified into: 

  • All Interactions
  • Automations
  • Drop-offs
  • Agent Transfer

All Interactions

This section provides an overall summary along with Task Completion Rate, Intent Identification Rate, and Deflection Rate. 

All Interactions typically answer questions like: 

  • What percentage of customers are getting their questions answered? 
  • What percentage of intents are detected correctly? 
  • Are customers opting for optional deflections? 
Metrics  Details
Total Sessions It counts all sessions handled by SmartAssist over the selected date range, subdivided into automations, deflections, drop-offs, and agent transfers.
Task Completion Rate Split between completed and failed tasks. The higher the number of completed tasks, the better is the completion rate.
Intent Identification Rate Split between sessions where intents are identified or not. It can be used as a proxy for utterances training.
Deflection Rate Split between forced and optional deflections.

Automations 

It gives a summary of overall daily automations along with the most popular automations, Total Automation Time, and Average Interaction Time. 

Automations typically answer questions like:

  • How are automations trending on an overall basis? 
  • What are the most popular Use Cases? 

Drop-Offs

It gives an overview of Drop-Offs along with conversations and unidentified utterances before a drop-off. 

Drop-offs are conversations where the intent is left unfulfilled. From the drop-offs section, you can get detailed insights into the drop-off behavior of your customers along with the length of the conversation before the drop-off occurs.

Agent Transfer 

It gives an overview of Agent Transfers along with conversations and utterances captured before agent transfers are invoked.

Analytics

The Analytics section provides you insights into the performance of your SmartAssist application for a period of time. With this section, users can get a complete understanding of their customers’ traffic patterns, the most common topics that they need help with, a summary of how SmartAssist has performed across automation, deflection and agent transfers, and many more.

The Analytics section is broadly divided into two main sections:  

  • Sessions Trend – User sessions provide an overview of the customer activity and usage patterns of SmartAssist. You can use this section to get an understanding of the split-across interaction types as well as an understanding of how session volumes vary throughout the selected period. 
  • Containment Metrics – The containment metrics section provides an overview of the performance of the three scenarios that SmartAssist Use Cases support: automations, drop-offs, and agent transfers. With the containment metrics section, users can answer questions like:
    • How long are customers interacting with SmartAssist? 
    • When do drop-offs occur?
    • Are customer intents being identified correctly?
    • What are the most common intents that are not being handled?

Sessions Trend

This section highlights the application usage and throughput. Some typical queries like most busy hours, patterns to customer behavior with regards to automation, agent transfer, etc can be resolved in this section.

Metrics 

Details

Total Sessions Counts all sessions handled by SmartAssist over the selected date range, subdivided into hourly/daily buckets (depending on the time selection). 
Hourly Heat Map Highlights the busy hours of the day.

Containment Metrics

In SmartAssist, this section includes a summary of the three main interaction methods such as automation, transfers, and deflection along with success/failure metrics. 

Containment Metrics is further classified into: 

  • All Interactions
  • Automations
  • Drop-offs
  • Agent Transfer

All Interactions

This section provides an overall summary along with Task Completion Rate, Intent Identification Rate, and Deflection Rate. 

All Interactions typically answer questions like: 

  • What percentage of customers are getting their questions answered? 
  • What percentage of intents are detected correctly? 
  • Are customers opting for optional deflections? 
Metrics  Details
Total Sessions It counts all sessions handled by SmartAssist over the selected date range, subdivided into automations, deflections, drop-offs, and agent transfers.
Task Completion Rate Split between completed and failed tasks. The higher the number of completed tasks, the better is the completion rate.
Intent Identification Rate Split between sessions where intents are identified or not. It can be used as a proxy for utterances training.
Deflection Rate Split between forced and optional deflections.

Automations 

It gives a summary of overall daily automations along with the most popular automations, Total Automation Time, and Average Interaction Time. 

Automations typically answer questions like:

  • How are automations trending on an overall basis? 
  • What are the most popular Use Cases? 

Drop-Offs

It gives an overview of Drop-Offs along with conversations and unidentified utterances before a drop-off. 

Drop-offs are conversations where the intent is left unfulfilled. From the drop-offs section, you can get detailed insights into the drop-off behavior of your customers along with the length of the conversation before the drop-off occurs.

Agent Transfer 

It gives an overview of Agent Transfers along with conversations and utterances captured before agent transfers are invoked.