Autonomous Customer Service Monitoring and Management
Last 30 days

Shows the overall rate of interactions automatically resolved by AI across all communication channels.

Overall Autonomy Rate
all channels · 30 days
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— / — interactions
0%25%50%75%100%
Customer Interactions 30 days

Shows the total number of incoming messages per channel and how many were resolved through autonomous processes.

Channel Incoming messages Auto-resolved Rate
Total
Incoming: — Auto-resolved: — —%
Issue Analysis 30 days

Shows the step-by-step process of incoming messages converting to issues and auto-response rates per channel: Incoming message → Converted to issue → Auto-responded.

Channel Incoming messages Converted to issue Conv. rate Auto-responded Auto-resp. rate
Total incoming: — Converted to issue: — Auto-responded: —

Shows the volume, autonomy rate, and message analytics of AI Bot conversations on web and mobile channels.

Channel:
Overview30 days
Conversations
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Unique customers
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Questions
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Answers
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Autonomy rate—
Daily conversation trend
Conversation distribution30 days
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completed
Total Conversations
AI-Bot (Completed)
Daily trend
Message and response analysis30 days
Total questions (messages)
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Total responses
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Response rate
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Unanswered
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Avg. response time
1.2 sec
Satisfaction score
4.3 / 5
Daily question / response trend

Shows the performance and customer interaction metrics of Guided Bot conversations following guided scenario flows.

Channel:
Overview30 days
Started Flows
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Unique customers
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Steps
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Completed flows
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Autonomy rate—
Daily flow trend
Flow Distribution30 days
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completed flows
Total Conversations
Guided Bot (Completed)
Daily trend
Flow Analysis 30 days

Shows the completion, live support transfer, issue creation, and AI Bot transfer distribution of the top 5 most used Guided Bot flows.

Flow name Total Completed Live support Issue AI Bot
Flow comparison

Shows the issue/junk classification of incoming messages and the distribution of automatic prioritization and type classification.

Channel:
Social Media
Incoming messages
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Daily message trend
Email30 days
Incoming messages
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Daily email trend
Distribution of Auto-Classified Issues
Issue priorities30 days
Issue types30 days

Shows auto-response performance by channel, pending approval responses, and the daily response trend.

Total incoming issues
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all channels
Auto-responded
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— response rate
Pending approval
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all channels total
Auto-response performance by channel30 days
ChannelIncoming issuesAuto-respondedResponse rateRate indicator
Auto-responses pending approval30 days
Total pending approval—
Auto-response trend30 days
Incoming issues
Auto-responded
Daily trend
Response rate by channel30 days

Shows the distribution of sentiment tone (Positive, Negative, Neutral) in customer messages by channel and category.

Communication channel:
Positive
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—%
Negative
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—%
Neutral
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—%
Sentiment distribution30 days
Positive
Negative
Neutral
Daily sentiment trend
Sentiment distribution (pie)30 days
Sentiment by channel30 days
Sentiment distribution in top 5 categories30 days

Shows the Positive / Negative / Neutral sentiment distribution for the top 5 categories by issue volume.

CategoryTotalPositiveNegativeNeutral

Shows the auto-categorization performance of incoming issues by channel and tracking of uncategorized issues.

Categorization performance by channel30 days
ChannelIncoming issuesCategorizedCat. rate
Uncategorized issues
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All channels — auto-categorization rate—
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Categorization trend30 days
Daily incoming / categorized issues
Performance by channel30 days
Prediction accuracy (%)
Top 5 selected categories 30 days

Shows the 5 categories with the highest issue volume from auto-categorization.