Earlier this year, we launched KIQ Agent Assist, an AI-powered agent copilot designed to empower agents with automated communication personalization capabilities, making them more efficient and effective. Today, we are thrilled to announce the addition of enhanced reporting capabilities as part of Agent Assist. In the realm of customer support, having detailed insights into your team's performance and the tools they use is crucial. The new reporting features of Agent Assist not only elevate agent responses through AI but also provide robust capabilities to help you understand and optimize its usage. Let’s explore how these reporting features can transform your customer support operations.

Comprehensive Insights with Agent Assist Reports

Agent Assist’s enhanced reporting capabilities provide a wealth of information to help you understand and optimize the use of AI in your customer support operations. By leveraging these insights, you can ensure that your team is making the most of AI tools, driving efficiency, and delivering exceptional customer service.

Key Business Insights Reporting Dashboards:

    • First Contact Resolution Rate Chart: Assess the effectiveness of AI-assisted responses by measuring the percentage of inbound conversations resolved on the first contact without being reopened or merged.
First Contact Resolution Rate Chart
    • Customer Satisfaction (CSAT) Score Chart: Measure the impact of AI on customer satisfaction by displaying the average satisfaction score for conversations where an Agent Assist feature was used, broken down by channel.
Customer Satisfaction (CSAT) Score Chart

Observability Dashboards:

With the added power of observability dashboards, you can now showcase your top-used features, the impact on handle time, and improvements in CSAT scores. By presenting these metrics visually, you can effectively communicate the value and performance of your support team, enabling data-driven decision-making at the executive level.

Feature Usage Insights

    • Reply Text Enhancers Chart: Understand the usage patterns of key Agent Assist features like Conversation Summary, Fix Spelling & Grammar, and Expand Text to identify which tools are most beneficial to your agents.
    • Frequency of Usage Chart: Identify peak times of feature usage and patterns that may inform staffing and training decisions.

Translation Activity

    • Two-Way Message Translation Chart: Track the extent of AI translation usage with metrics such as the count of translated words and total translated conversations.
    • Translation Usage Table: Track translation activity and understand language trends in customer interactions by listing conversations translated during a selected time range, including source and target languages.
    • Translation Usage by Agent Table: Assess the translation workload and proficiency of each agent by showing how often each agent used the translation feature, the languages involved, and the number of words translated into each language.

Agent Performance

    • Agent Breakdown Table: Monitor individual agent performance by detailing how often each agent uses Agent Assist features during a selected time period.
To learn more about our reporting, read this Help Article.

Accessing the Agent Assist Report

To access the Agent Assist report, navigate to the Reporting section and select Agent Assist. Note that this report is only available if Agent Assist features are enabled. Managers on the Enterprise and Ultimate plans can take advantage of these detailed insights to optimize their team's performance and enhance customer satisfaction.

Conclusion

Unlock the full potential of your customer support with Agent Assist’s powerful reporting features. By leveraging these comprehensive insights and observability dashboards, you can ensure your team is utilizing AI tools to their fullest extent, driving efficiency, and delivering exceptional customer service. Take your support operations to the next level with KIQ Agent Assist.