Virtual Agent - evolution, analytics and reporting

[Misha4]

Good evening dear Community,

I need help and advice regarding Virtual Agent. 

On the account I work, we implemented VA on Rome instance, and we have the Virtual Analytics dashboard (the out-of-the-box) but I need more insight. I would like to know how to build useful reports to show me the VA's evolution. I would need the following reports: conversation ended by VA vs ended by transfer to LA; topics used mostly or utterances on whick VA did not manage to understand (the fallback topics); report on all interactions with and without small talk etc.

I'm not really familar yet with what filter conditions to use, and on which tables I find the information I want. I would like to be able to have personal reports for each widget from the VA Analytics dashboard.

And also, what would be the most efficient method to identify new topics?

Do you have any advice?

Thank you so much,

Misha

[Maik Skoddow]

Hi

I'm not sure what dashboard you mean, but until Paris there is the Dashboard Virtual Analytics Dashbaord and starting with Quebec there is a new Dashboard Conversational Analytics Dashboard.

For the last one, there is an individual episode from the Virtual Agent Academy: https://www.youtube.com/watch?v=P6QRAx_nWs4

And furthermore I want to recommend my Knowledge Sources To Go 

You will find in that document many links to helpful resources regarding Virtual Agent.

Kind regards
Maik

[Maik Skoddow]

Hi @Misha 

In case you think I was able to answer your question, I would be happy if you mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing.

Many thanks & kind regards
Maik