Governance of Power Virtual Agents for the web
When working with chatbots for the web, there are a few important items to monitor for:
- Monitor usage to determine how often your chatbot is called.
- Monitor usage and data occupied by chat logs.
- Determine retention policies for the chat log data.
You can begin the monitoring of activities from the chatbot editor by choosing the bot Analytics option on the navigation. The categories available include the following:
- Summary presents the total number of sessions over a period of time, the engagement and resolution rates, escalations and abandonments, along with other metrics. The following screenshot shows this dashboard:
Figure 10.4 – Power Virtual Agents Analytics Summary dashboard
- In addition, if configured to capture Customer Satisfaction, you can report on it, along with session information and billing details. This will allow you to make decisions around improving...
