Help Center

Quality module charts

Charts can be downloaded as a PNG file.

Feedback per day chart

Represents the percentages of positive and negative feedback of the total number of interactions. It also shows the percentage of interactions that did not receive feedback.

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Quality chart

Quality: to give details about the quality of services your AgentBot offers, the quality chart organizes the conversations into five categories:

1. Effective: sessions are considered Effective when more than 75% of the interactions were resolved by the virtual assistant, were not transferred to a live representative, and did not receive negative feedback.

2. Effective Transferred: sessions are considered Effective Transferred where more than 75% of the interactions were resolved by the virtual assistant, were transferred to a live representative, but did not receive negative feedback.

3. Not Effective: sessions are considered Not Effective when less than 75% of the interactions were resolved by the virtual assistant, were not transferred to a live representative, and did not receive negative feedback

4. Not Effective Transferred: sessions are considered Not Effective Transferred when less than 75% of the interactions were resolved by the virtual assistant, were transferred to a live representative, but did not receive negative feedback.

5. Negative: sessions are considered Negative when at least one of their interactions received negative feedback.

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Interaction feedback chart

Shows the total number of interactions with negative, positive or no feedback per day and based on the selected period. You can change the frequency to focus on a specific date. Also, you can see the maximum and minimum limits of feedback, as well as the recorded average.

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