Measuring and analysing CSAT
Customer satisfaction, or CSAT, is an important metric that can be difficult to work with. In this course you will learn not only how to best measure CSAT, but also how to analyse your CSAT data.
Analytics
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Get started with conversation review
Conversation review is a strong tool in our data analysis toolkit, but before we get to that point we first need to know the basics: What is a review? What tools are available? How do we incorporate it in our...
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Automate more interactions
The automation rate tracks how many interactions we can resolve without involving a human. It is one of the most central Key Performance Indicators (KPIs) for virtual agent projects, because automated interactions save time, money and resources. This course covers...
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Increase your traffic
In this course, we cover methods to increase your traffic based on real data from live projects. You'll learn how to categorize initiatives to increase traffic, and how to find ones that fit your virtual agent's project.
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How to reduce immediate human escalation
Reduce immediate human escalation and improve automation. Learn how to reduce the number of users who ask to speak to a human without trying the virtual agent first.
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Tracking important flows with goals
In this path, we'll talk about goals. Goals track flow usage. They generate statistics about how many people go through (or complete) your flows, and can tell you important things about how your users are using your virtual agent.
