Access Automation Tab

SmartAssist allows contact center supervisors to track the Incoming Volume of all conversations (call, chat, e-mail) of agents mapped to the selected channels.

To access the Automation tab, go to DASHBOARD > Automation.

Automation Tab Refresh

The Automation tab is refreshed when a supervisor clicks the Refresh button.

Incoming Volume

This section displays the following metrics:

• All Interactions – Total conversation count for a selected time range.
• Automations – Completed conversation count for a specific time range without connecting to an agent.
• Dropoffs – Conversation count for a chosen time range where the customer dropped off before receiving a resolution.
• Agent Transfers – Conversation count of interactions transferred to agents for a specific time range.
• Deflections – Count of channel changes during conversations for a selected time range.

Click the legends to see the conversation counts in the selected categories during the selected time.

Time Selection

You can filter automation data for a specific time range. You can choose a particular time range and click Apply.

Filters

To avoid repeatedly filtering your choices, you can create and save multiple filters on the Automation tab.

Create Filter

1. Click the Filter button.
   
   
2. Click New Filter.
   
3. Select the Channels.
   
   Select from the below available options:
   
   • Clear – Clears the selection.
   • Save & Apply – Saves the filter, and it appears when selected.
   • Apply – Applied for one instance and not saved.
4. Click Save & Apply.
   
5. On the pop-up window, enter a name for the filter and click Save & Apply.
   
   A confirmation message is displayed, and the filter is created.

Edit Filter

Steps to edit a filter:

1. Click the Filters tab. The Saved Filter name appears.
   
   
2. Click the Edit button.
   
3. Make the necessary changes and click Save & Apply.
   
   A confirmation message is displayed, and the filter is updated.
   

Copy Filter

1. Click the Duplicate button.
   
   
2. On the Rename Filter window, enter a name for the filter and click Save.
   
   A confirmation is displayed and a copy of the filter is created.
   

Mark as Default

1. Click the Mark as Default button.
   
2. A confirmation message is displayed and the filter is marked as default.
   

Delete Filter

1. Click the Delete button.
   
2. A Delete Filter message appears. Click Delete.
   
   A confirmation message is displayed and the filter is deleted.