The reporting for AI Agent serves as an important tool for measuring the achievements of the AI Agent. It also helps you find out the areas where your AI Agent needs improvement.
Comm100 Reporting provides metrics that matter most to the performance and service quality of your AI Agent. You can use it to improve your AI Agent’s performance by providing actionable goals to it.
Comm100 provides the following reports for the AI Agent:
- Chats & Tickets
- Answers
- Rating
- AI Agent & Human Agent
- AI Agent Usage
- Topics/Intents
- Goals
- Collected Leads
- Booked Meetings
Chats & Tickets
The Chats & Tickets report provides information on the number of chats and tickets handled by the AI Agent. You can use this report to check the utilization of the AI Agent in comparison to human agents.
The report includes the following metrics:
- AI Agent Only Chats & Tickets
- Chats & Tickets from AI Agent to Human Agent or Offline Message
- Percentage of AI Agent Only Chats & Tickets
- AI Agent Only Chats
- Chats from AI Agent to Online Human Agent
- Chats from AI Agent to Offline Message
- AI Agent Chat Time
- Human Agent Chat Time
Metrics | Description |
| AI Agent Only Chats & Tickets | The total number of chats and tickets that occurred between visitors and the AI Agent only. |
| Chats & Tickets from AI Agent to Human Agent or Offline Message | The total number of chats and tickets that are initiated with the AI Agent and then transferred to a human agent or left an offline message. |
| Percentage of AI Agent Only Chats & Tickets | The percentage of AI Agent Only Chats & Tickets to the total number of chats and tickets involving the AI Agent. |
AI Agent Only Chats | The number of chats that occurred between visitors and the AI Agent only. The chats are also included if visitors chose to transfer to a human agent but were missed or refused by human agents. |
Chats from AI Agent to Online Human Agent | The number of chats that are initiated with the AI Agent and then transferred to a human agent. These chats needed human intervention and could not be handled successfully by the AI Agent. Analyze where the AI Agent needed a human agent to take over. This can be used to optimize topics which can improve the AI Agent's performance. |
Chats from AI Agent to Offline Message | The number of AI Agent chats during which visitors chose to transfer to an agent (or were transferred via smart triggers) and left an offline message when no human agent was available. |
AI Agent Chat time | The total duration when the AI Agent chatted with visitors, including in the chats that were transferred to human agents. |
Human Agent Chat time | The total duration when agents chatted with visitors in chats that were transferred from the AI Agent. |
Answers
The Answers report provides insights into answers in topics. You can analyze this report to improve answers in your topic library.
The report includes the following metrics:
- Answers
- High Confidence Answers
- Possible Answers
- Generative Answers
- No Answers
- Percentage of High Confidence Answers
- Percentage of Generative Answers
Metrics | Description |
Answers | The total number of answers. It is calculated as a sum of all Possible answers, High Confidence answers, and No Answers. |
High Confidence Answers | The number of High Confidence Answers that the AI Agent provides to the visitor. |
Possible answers | The number of times that the AI Agent provided a Possible Answer to the visitor’s question. |
Generative Answers | The total times when the AI Agent generated responses to visitors through deep learning and analysis of information sources. |
No Answers | The number of times when the AI Agent cannot answer visitor's question. |
Percentage of High Confidence Answers | The percentage of High Confidence Answers to the total number of answers the AI Agent has sent. |
| Percentage of Generative Answers | The percentage of Generative Answers to the total number of answers the AI Agent has sent. |
Rating
You can use the Rating report to check the visitors’ satisfaction on the overall chat experience provided by the AI Agent, on a scale of 1 to 5.
The report includes the following metrics:
- Rating Times
- Rating scores: Score 5, Score 4, Score 3, Score 2, Score 1
- Avg. Score
Metrics | Description |
Rating Times | Displays the total number of times a visitor rated the AI Agent. |
Rating Score | Displays the number of times the AI Agent received each score. Rating scores can vary on a scale of 1 to 5. |
Avg. Score | Displays the average of all rating scores that your visitors gave to the AI Agent. |
AI Agent & Human Agent
The AI Agent & Human Agent report helps you compare the AI Agent and human agent performance in terms of workload, efficiency, and visitor ratings.
The report includes the following metrics:
- Chats
- Avg. Chat Time
- Avg. Rating Score
- Total Chat Time
Metrics | Description |
Chats | Compares the total number of chats handled by the AI Agent with the human agent. |
Avg. Chat Time | Compares the average chat time of the AI Agent with the average chat time of the human agent. |
Avg. Rating Score | Compares the ratings of the AI Agent with the ratings of the human agent. |
Total Chat Time | Compares the total time taken by human agents with total chat time taken by the AI Agent to handle all chats. |
AI Agent Usage
The AI Agent Usage report provides data on the usage of AI Replies. AI replies is the metric used to measure the usage of AI Agent features. AI Replies are consumed in the following occasions:
- When the AI Agent provides an answer to the customer.
- When the AI Agent generates a description or similar questions for a Topic.
Topics/Intents
The Topics/Intents report shows the most triggered Topics (for an AI Agent) and Intents (for a classic Chatbot) in a specified period. For a classic Chatbot, it also shows the intent Category that are triggered most.
Goals
The Goals report tracks the number of times that a specific Goal action has been reached within the answer flow. Having a Goal action after certain actions helps you to easily track if the user has gone through a specific path in the flow. You can add a Goal action after the action you want to track. Once the Goal is triggered, it is recorded in the Goals report.
To learn more about the Goal action, see this article.
Collected Leads
The Collected Leads report provides the number of leads collected by the AI Agent. You can view the report By Time and By AI Agent.
By Time:
By AI Agent:
Booked Meetings
The Booked Meetings report provides the number of meetings booked via the AI Agent. You can view the report By Time and By AI Agent.
By Time:
By AI Agent:
You can read and analyze each report separately from various perspectives. You can analyze the data for All channels or individual channels, and can Filter the report by Site, Campaign, or AI Agent.
You can choose the Time Range for which you want to check the report and Display the same by Hour, Day, Week, Month, 24*7 or Half-hour. Study each report using the metrics available in it.
The Download button allows you to download the report in a CSV file that can be shared with others.
To check the reports, follow these steps:
- Log in to the Comm100 Control Panel.
- From the left navigation menu, go to Reporting > AI Agent.
- Then you can choose any of the available reports that you want to study and proceed.