D02 IVR BOT

The Virtual Assistant Bot (IVR BOT) dashboard provides a overview of performance metrics for customer contacts handled by the Visual IVR (VIVR) system.

Filters

The filter pane for this dashboard includes the following filters.

• Date: specify a range of dates for this dashboard's data

• Seller Name

• Store Name

Data Items

Containment Rate

The portion of visits successfully handled by the IVR BOT system without requiring a transfer to a customer care agent, expressed as a percentage.

Visit Count

The number of customer contacts through the IVR BOT channel.

Transfers to Agent

The number of IVR BOT visits that required a transfer to a customer care agent.

Duration in Seconds

The total time in all IVR BOT sessions in the selected time period.

VIVR Metrics Trend

This line and bar graph shows trends over time for IVR BOT visits. The number of visits is graphed as bars against the scale on the left side. The number of transfers to agent is graphed as a line against the scale on the left side. The Containment % is graphed as a line against the percentage scale on the right side.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit, make a selection from the Select Period View menu above the graphs, and click Apply.