Issue auto-resolution tab

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • The Issue auto-resolution tab helps you understand how well your Virtual Agent (VA) chatbot anticipates user needs. It displays information about the number of user issues intercepted by the auto-resolution service and resolved by VA.

    Issue auto-resolution takes place when a user is diverted to VA from a non-conversational interface. For example, a user might request a new keyboard through a service portal or email. The auto-resolution service can detect the user request and use VA to resolve the user's request in a VA chatbot session. For more information, see Auto Resolution for Virtual Agent.

    The data visualizations in the Issue auto-resolution tab displays how well the auto-resolution service is working. This tab is available only when Issue Auto Resolution is enabled and the Auto Resolution Configuration record is set as active.

    To access the Issue auto-resolution tab, you must have the chat analytics admin role or the chat analytics viewer role.

    Figure 1. Issue auto-resolution tab
    Data visualizations for this tab include intent and topic-matching results, matching and conversational trends, acceptance rate, and top topics.

    Selecting the data or pointing to the data in the visualizations displays additional information about the data.

    Table 1. Auto-resolution visualizations
    Visualization Description
    Intents with Matched Topics Number of intents that match topics enabled for auto-resolution.
    Intents without Matched Topics Number of intents that do not have matching topics.
    Intents with Auto-resolution Disabled Number of intents that match topics not enabled for issue auto-resolution.
    Intent and topic matching results Breakdown of incidents by intent matching. For example, incidents with matching intents and topics, and incidents without matching intents.
    Trends in intent and topic matching Trend showing incidents that have intents with or without matching topics.
    Auto resolution conversations Issue auto-resolution conversations that were resolved and unresolved. Resolved means incidents are in the resolved state after the users interacted with VA.
    Auto resolution conversation trends Usage trend showing all the issue auto-resolution conversations and how many incidents were successfully resolved.
    Issue auto-resolution acceptance rate Shows the issue auto-resolution notifications that were accepted and declined by users.
    Top topics in auto resolution conversations Frequently used topics in auto resolution conversations.