Standard Reports: Virtual Agent Data Sets

Virtual Agent Summary Report

Overview

The Virtual Agent Summary Report summarizes Virtual Agent performance. This report provides the sum of inbound interactions, Customer Abandons, Avg. Talk Time, Sum of Deflections and Escalations, plus other relevant metrics.

The Virtual Agent Summary Report can be found at Reports > Queues. For more information on accessing and building reports see the Accessing Reports section of Historical Reports: Interaction-based Data Model.

The metrics in this report are as follows:

Metric Name	Measure	Definition
Queue Name	Attribute	The name of the queue including the full path names if the queue is a sub queue - where the interaction came into. In this report - this is specifically the queue associated with the virtual agent.
Total Interactions	SUM	The total number of interactions.
Inbound Interactions	SUM	The total number of inbound interactions.
Abandons by Consumer	SUM	The number of interactions that started with the virtual agent and abandoned before connecting.
Avg. Abandon Time	Average	The average time it took across all interactions before the consumer abandoned. This formats as hh:mm:ss.
Avg. Responses per session	Average	The average number of responses across allinteractions.
Chat Duration	Sum of Time	The total time of the chat durations. This formats as hh:mm:ss.
Avg. Chat Duration	Average of Time	The average time of the chat durations. This formats as hh:mm:ss.
Avg. Handle Time	Average	The average of the entire handle times across all interactions. This formats as hh:mm:ss.
Escalations	SUM	The sum of interactions that were escalated.
Deflections	SUM	The sum of interactions that were deflected.
Response Time - Chat	SUM of Time	The total Virtual Agent Response Time. This formats as hh:mm:ss.
Avg. Response Time - Chat	Average of Time	The average Virtual Agent Response Time. This formats as hh:mm:ss.
Max. Response Time - Chat	Max of Time	The maximum Virtual Agent Response Time. This formats as hh:mm:ss.
Transferred Interactions	SUM	The sum of interactions that were transferred from a live agent to the virtual agent.
Returning users	SUM	The total number of consumers that revisited within the configured time frame.

Virtual Agent Detail Report

Overview

The Virtual Agent Detailed Report provides detailed Virtual Agent performance.

The Virtual Agent Detailed Report can be found at Reports > Queues.

The metrics included in this report are as follows:

Metric Name	Measure	Definition
Queue Name	Attribute	The name of the queue including the full path names if the queue is a sub queue - where the interaction came into. In this report - this is specifically the queue associated with the virtual agent.
Language	Attribute	The language associated with the virtual agent.
Interaction ID	Integer	The unique identifier of the interaction.
Started Time	Attribute	The start time of the interaction. This formats as hh:mm:ss.
Ended Time	Attribute	The end time of the interaction. This formats as hh:mm:ss.
Abandoned by Consumer	Attribute	This identifies whether the call or chat was abandoned by the consumer. This formats as True or False.
Abandon Time	SUM	The time the interaction queued for before it was disconnected by the consumer.
Fallback Response Count	Count	This counts how many times the virtual agent did not understand and routed to default message.
Chat Duration	Time	The total chat duration. This formats as hh:mm:ss.
Handle Time	Time	The total handle time. This formats as hh:mm:ss.
Planned Transfer	Attribute	Indicates when the voice virtual agent transferred the call to a human agent through planned interaction. For example, the virtual agent understood what the consumer was requesting and sent them to the proper queue/agent. This formats as True or False.
Initiated by	Attribute	This identifies who initiated the engagement with the virtual agent. For example, the value 'agent' will appear if an agent transfers to a queue that is answered by a virtual agent.
Response Time	Time	The time it took for the virtual agent to respond.
Transfer ID	Integer	The identifier for the transfer.
Sentiment Score	Decimal	The sentiment score for the interaction.
Interaction Outcome	Attribute	The end outcome of the interaction. Possible values include: Undefined Resolved Unexpectedly_ended Escalated Failed Consumer_ended
CSAT %	Percentage	The CSAT score awarded to the interaction.
Returning Users	Attribute	This identifies whether it is a repeat consumer within the configured time frame. This formats as True or False.

Virtual Agent Escalation / Deflection Report (Detailed)

Overview

This Virtual Agent Escalation/Deflection Report provides a breakdown of all the escalation and deflection reasons associated with a Virtual Agent. It also includes timestamps for each interaction.

The Virtual Agent Escalation/Deflection Report can be found at Reports > Queues. For more information on accessing and building reports see the Accessing Reports section of Historical Reports: Interaction-based Data Model.

The metrics included in this report are as follows:

Metric Name	Measure	Definition
Queue Name	Attribute	The name of the queue including the full path names if the queue is a sub queue - where the interaction came into. In this report - this is specifically the queue that involved the virtual agent.
Language	Attribute	The language associated with the virtual agent.
Interaction ID	Attribute	The unique identifier of the interaction.
Deflection Reason	Attribute	The reason for the deflection.
Escalation Reason	Attribute	The reason for the escalation.
Date Time Start Timestamp	Attribute	The time the interaction began. This formats as date and hh:mm:ss.
Date Time End Timestamp	Attribute	The time the interaction ended. This formats as date and hh:mm:ss.
Virtual Agent	Attribute	The name of the Virtual Agent. In this report - this is specifically the virtual agent that was involved in the escalation or deflection.