Metrics that you can’t Ignore to Analyze Virtual Assistants’ Effectiveness
Track the sessions where a user has completed an interaction successfully. It includes all the sessions that are neither ‘agent transfer’ sessions nor ‘drop-off’ sessions.
Trace user journey and estimate the errors by tracking drop-offs. These are the sessions where the user exits in the middle of task execution, task failures or intent not found scenarios.
Agent Transfer Conversations
Successful self-service is the virtue of good virtual assistants. Learn the reasons for transferring the sessions to an agent and evaluate the results to predict the trend.