Where to see Seth's performance
Go to Seth AI support > click on the Analyze tab. Select the period on the right.
In the image above, you see the Ticket created rate, but this depends on what escalation option you chose for Seth.
Each card shows the percentage as well as the exact raw numbers (e.g. 480 out of 610 conversations). For some cards, you can also see whether the metric increased or decreased compared to the previous period.
First thing is the Resolution rate:
% of calls Seth fully resolved without human help.
Then the Tickets created rate or the Escalation rate or the Transfer call rate, which can be defined as:
% of calls where Seth escalated the issue to your team.
The Training gap rate (fill these gaps in Seth's knowledge base):
% of calls where Seth didn’t have enough knowledge or actions to resolve the issue.
Next up is the Performance funnel, which is a Sankey chart that starts with the amount of inbound calls Seth gets, and then shows what happens to those calls. It then splits into 1) Resolved by Seth, 2) Escalated, or 3) Unresolved. The Escalated step also splits into tickets versus call transfers, depending on what escalation method Seth has.
Some more performance stats
Below you see the following metrics:
Calls handled: The amount of inbound calls Seth picked up.
Resolution rate over time: % of calls Seth fully resolved without human help over time.
Cost per call: The average costs per phone call with Seth. Calculated as: Average call duration * Average price you pay per minute.
Orders tracked for customers: The amount of orders Seth looked up for customers automatically.
Average talk time: Average duration of a phone call with Seth. Note: once a call is transferred, we see it as ended.
Total talk time: The total time Seth spent on the phone with customers in the selected period, displayed in hours and minutes (e.g. 21h 34m).
Payroll saved: The estimated amount of payroll you saved using Seth instead of human agents. Calculated as: ( $2.70 - Cost per call ) * Amount of calls. A phone call handled by a human costs $2.70 – $5.60, including “direct labor, indirect labor, and operational expenses.” (Source: CXToday)
What customers are calling Seth about
This is a bar chart with the main subject of the calls Seth is getting.
Where customers are calling Seth from
This is a map with US states that shows where people are calling you from.
