Now Assist Analytics

[Matt Lodge]

Hi

I've been asked to produce a custom dashboard to track how our organisation are using Now Assist in HE Service Delivery, and how effective it is. I need to know how to report on the following...

First Contact Resolution Rate - % of queries resolved fully by Now Assist GenAI without human interaction (both portal search and Virtual agent)

Escalation Rate: % of queries that had to be passed on to live chat

Answer Accuracy – How can we track the accuracy of the answers given by Now Assist. Benchmark answers against policy – human QA check

Unique User Rate – how many people have used Now Assist at least once

Re-Engagement Rate – repeat users of Now Assist

The dashboard will be shared with the senior leaders in HR. Can anyone help and advise how I can produce this type of MI on a custom platform analytics dashboard?

Thank you in advance.

[sizzleMcFace]

Hi Matt,

Have you checked the Now Assist in Virtual Agent Analytics dashboard?

I think "Deflection rate" widget on the dashboard is pretty much what you are looking for with the FCR and the "Not Resolved" part of the "Query Resolution Status" widget would be helpful for your "Escalation Rate" KPI using the same formula.

If you have access to the Indicators & Data behind this dashboard, you could copy and customize them a little bit, adding some breakdowns (for Unique User rate, for example).

See more: Analyzing Now Assist in Virtual Agent