Prerequisites

Access to the following menu options to collect analytics for the dashboard from Agents:

  • Knowledge > Document content copy > Add
  • Knowledge > Document view > Add
  • Knowledge > Feedback > Create, View

Access to the following menu options to see the dashboard for analysts:

  • Analytics > Tab configurations > All Permissions
  • Analytics > Conversation Aggregate > View
  • Analytics > Knowledge Aggregate > View
  • Analytics > Flow Observation > View
  • Analytics > Queue Observation > View

Access to the following menu options to use filters:

  • Directory > User > View
  • Routing > Queue > View
  • Assistants > Assistant > View
  • Assistants > Queue > View
  • Knowledge > Knowledge base > View

The Genesys Agent Assist dashboard helps you understand knowledge base activities.

Click the image to enlarge.

Genesys Agent Assist performance dashboard

Access the Genesys Agent Assist dashboard

Click Performance > Agent Assist Performance. 

Note: If the Genesys Agent Assist dashboard does not appear in the tabs, then you can add the view manually.
  1. Click Add. The list of available views appears.
  2. Search for Agent Assist Performance, or scroll to Other and select it from the list. 

Select the Genesys Agent Assist

If you set up multiple Genesys Agent Assist configurations, you can select the Genesys Agent Assist that you want to examine in the Assistant list in the upper right corner of the screen.

Filter results

You can use several filters to refine the results.

Filter for a time period

Use the date selector to filter for a time period in which you want to examine Genesys Agent Assist analytics.

Filter for knowledge base, queue, media type, or agent

To refine your search filters, click the Filter icon. You can filter for these metrics:

  • Knowledge base
  • Media types (voice, callback, chat, email, message)
  • Queues
  • Users

    Genesys Agent Assist dashboard overview

    Tile Illustration Description
    Sessions Genesys Agent Assist performance dashboard sessions

    Sessions indicate web chat or voice conversations between a customer and an agent.

    This tile shows the overall number of sessions.

    The percentage value under the overall number indicates the change in overall session numbers compared with the previous time period of the same length that you query. A green upward arrow indicates if the overall number increased; a red downward arrow indicates if the overall number decreased.

    Example:

    If you filter for the past seven days in the date selector, the percentage value in sessions shows the change in overall session numbers compared with the seven-day time period before the queried seven days.

    The Queries chart indicates the number of automatic or manual queries.
    Automatic queries Genesys Agent Assist performance dashboard automatic queries

    This tile indicates the overall number of automatic queries for suggestions.

    The percentage value under the overall number indicates the change in the overall number of automatic queries for suggestions compared with the previous time period of the same length that you have queried. A green upward arrow indicates if the overall number increased; a red downward arrow indicates if the overall number decreased.

    Engagement shows two values: 

    • The quantity number indicates the number of times when agents opened or copied articles from the automatically suggested articles.
    • The percentage indicates the same amount, expressed in percentages: the performance of automatic queries, which resulted in opened and copied articles.
    Example:

    The image shows that the overall number of instances when Genesys Agent Assist automatically suggested articles is 56.

    The number of times when an agent opened an article from the automatically suggested articles is 13. Expressed in percentages, query performance of opened articles is 23%.

    The number of times when an agent copied an article from the automatically suggested articles is 11. Expressed in percentages, query performance of copied articles is 20%.

    Manual queries Genesys Agent Assist performance dashboard manual queries

    This tile indicates the overall number of manual queries. 

    The percentage value under the overall number indicates the change in overall manual queries compared with the previous time period of the same length that you have queried. A green upward arrow indicates if the overall number increased; a red downward arrow indicates if the overall number decreased.

    Engagement shows two values: 

    • The quantity number indicates the number of times when agents opened or copied an article from the manually searched articles.
    • The percentage indicates the same amount, expressed in percentages: the performance of manual queries, which resulted in opened and copied articles.
    Example:

    The image shows that the overall number of manual queries that returned articles is 24.

    The number of times when an agent opened an article from the manually queried articles is 15. Expressed in percentages, query performance of opened articles is 63%.

    The number of times when an agent copied an article from manually queried articles, is 6. Expressed in percentages, query performance of copied articles is 25%.

    Average handle time

    vs. Article engagement

    Click the image to enlarge.

    The quantity number indicates the number of times when agents opened or copied articles from the automatically suggested articles.

    This diagram shows a comprehensive view of average handle time and article engagement, distributed into automatic and manual queries.

    The dashboard displays the percent of automatic queries, which result in opened or copied articles.