Using Listening Mode to Improve AgentX
Here’s how to use the AgentX listening mode to find other questions your callers are calling about and tune your bot.
This section can also be used to analyze the metrics that AgentX provides and how you might want to use that information.
Best Practices for AgentX Bot Tuning
After first installation, we recommend checking the reporting dashboards section frequently, daily or weekly, and adding any missed utterances to the Designer UI. This allows AgentX to learn what your callers are calling about and then to tailor the responses appropriately.
As your bank of common questions and answers grows, you will find fewer missed utterances and more hits or matches. When that starts to happen, you can expect to tune the bot less frequently (maybe only monthly). At any rate, you decide the frequency, here’s what you’ll do:
Go to the AgentX tools menu (remember that hamburger in the upper left corner of the AgentX designer?) and select the Reporting Dashboard toward the bottom.
This will open the OpenSearch Dashboard tool and you can select AgentX Dashboard.
Analyzing Common Metrics
From there, you will see a dashboard broken into three logical, horizontal panes. The top section is preconfigured to be the set of common performance metrics for AgentX.
Here is where you can see the counts of how many calls AgentX fielded, how many utterances or requests were matched, how many failed and whether the call included a call transfer or a text message.
On the right is the pie chart showing which is your most common utterance. In this example, the most common utterance (the larger tan quadrant) is not matched with anything in your AgentX database. Don’t worry, because the AgentX listening mode will tell you what those callers are asking for.
The middle section of the dashboard includes two bar charts. The first one shows call volume by time of day. And the second bar chart is a sentiment analysis so you can see how happy your callers are with your AgentX solution.
Tune Your Bot
The last section is a word cloud which shows graphically what your callers are saying. The larger the word or phrase, the more callers are using it. The first cloud depicts the words and phrases that are matches within AgentX. The second cloud depicts words and phrases which are not matches. Review the items in that cloud on the right of the dashboard and consider adding those utterances to the AgentX Question and Answer bank. Remember that you may already have the question and answer established, but callers are asking in a slightly different way, in that case you want to update an existing question. If you don’t have the question and answer in your bank at all, then create a new one to fit the caller’s needs.
