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Automated Agents are accountable for high performance metrics similiar to Customer Service Representatives (CSRs). Engagement, completion, and conversion rates are measured and reported for all calls. Analysis of call trends is important to gain insight into caller behavior and to adjust the application to increase performance metrics. Below are standard reports that are available for Automated Agent performance. Additional reports and delivery formats are available.
Summary Report
This month-at-a-glance view of the overall agent performance provides insight into: total outgoing calls; call results (busy, no answer, etc.); average call duration; engaged calls; complete calls; and transferred calls.
Trend Analysis Reports (Daily, Weekly, and Monthly)
This series of reports document short-, medium-, and long-term trends in key performance metrics, as defined by the Summary Report and additional path analysis statistics. These reports contain aggregate counts of callers reaching specific points and transferring out to CSRs. The performance of the Automated Agent can be measured by the following performance metrics:
- Engagement Rate
An engaged call is a call where the caller has appropriately answered the initial questions. Engagement rate is computed as a percentage of all calls placed by the Automated Agent.
- Completion Rate
The percentage of engaged calls that result in successful handling of the customer contact. Successful handling could include the caller obtaining the information such as a hotel room price or completing the transaction such as, submitting their contact information for a catalog request.
- Conversion Rate
The percentage of engaged calls that convert (if applicable to the call type).
Call Detail Report
Available for any specified date range during the last 6 months, this report is delivered via CSV download and contains call time and other information. |
