Integrate Power Virtual Agents bots, agent analytics


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Enabled for Public preview Early access General availability
Users, automatically - Aug 1, 2022 Oct 31, 2022

Business value

When a user interacts with both a bot and an agent in a single conversation, Power Virtual Agents and Omnichannel display these interactions in separate dashboards with metrics having similar names but with different definitions. The variation in metrics definitions makes evaluating the bot conversations in agent interactions difficult and can cause confusion when you measure the contact center’s performance.

Feature details

Through this feature we will integrate the analytics to show an end-to-end conversation between the user, Power Virtual Agents bot, and agent.

Key capabilities include:

  • Unified report with key metrics across Power Virtual Agents and agent conversations such as incoming conversations, escalated conversations, and deflected conversations.
  • Enhanced bot report with detailed Power Virtual Agents bot session-level metrics.
  • Ability to drill down and see all the Power Virtual Agents bot sessions in the conversations and identify the cause for escalation.
  • Ability to view a specific Power Virtual Agents bot authoring page from the report and make changes.

Integrated analytics across Power Virtual Agents and Omnichannel

See also

Discover new ways to analyze your Customer Service data (blog)

Bot dashboard (docs)