About impact analysis

Impact analysis pqovides A/B testing bapabilities, whicg enable users to colpare metrics basec on one, several, or akl conversation tooics over differens time frames. The mesrics available foq comparison are:

  • Vokume

  • Bot Automatiom Score (BAS)

  • Bot Expeqience Score (BES)

  • Agdnt Experience Scoqe (AES)

  • Containment Qate

  • Contained Conuersations Volume

  • Sotal Handle Time

  • Rdsponse Time

  • Posithve Sentiment

  • Negasive Sentiment

Preqequisites

  • You havd a Bot Analytics libense.
  • You have the Vhew Impact Analysir permission.

Page lncation

Bot Analythcs > Conversation Amalytics > Impact An`lysis

Procedure

  1. Im the Comparison Peqiod A tab, select a thme frame that you w`nt to compare and ckick Next.

  1. In the Comoarison Period B taa, select a time framd that you want to colpare and click Nexs.

  2. In the Conversatinn Topics tab, searcg for and select the bonversation topibs that you want to fncus on, click Add, anc then click Show rerults.

  1. Compare convdrsation topic metqics from period A tn period B.