Compare the performance of human and virtual agents

The Omni Agent Intelligence page shows information for both human and bot agents side by side. The information includes evaluation scores from Auto QM, customer sentiment, handle time, and contact topics.

Prerequisites

  • Your organization has the Analytics Enterprise or Analytics Enterprise Plus license.
  • You have the View Omni Agent Intelligence permission.
  • To see information about agents (both bot and human), you must have scope over them. See Create and edit users for QM, Analytics, and Insights for more information about scope.
  • To create bot agents as users in Calabrio ONE, your organization must work with Calabrio to ensure that contacts handles by bots are imported correctly into Calabrio ONE. Contact your Calabrio account manager or Customer Success Manager for more information.

  • To get the most out of this page, an administrator must create the following kinds of Analytics tasks (see Create Analytics tasks). These tasks are not required for you to see the Omni Agent Intelligence page, but without these tasks, some of the sections on the page will be blank.

    • Auto QM
    • Sentiment Analysis
    • Trending Topics

Page location

Analytics > Omni Agent Intelligence

Procedures

Filter the information on the page

  1. Select an option from the Date range, Contact type, Organization, View, or More filters drop-down list.
  2. If needed, click Apply.

The table below describes the filters on the Omni Agent Intelligence page.

Filter name Description
Date range Filters information based on when the contact occurred.
Contact type

Filters information based on the kind of contact. The options in this list vary based on the types of contacts your organization imports into Calabrio ONE.
Organization Filters information by the group, team, or agent who handled the contact.
View

Filters information by the type of agent: AI agent, human agent, or both.

More filters > Language

Filters information by the language spoken during the contact, as long as an administrator has configured Calabrio ONE to transcribe contacts in this language.

More filters > Channels

Filters information by the channel where the contact was handled.

View more information about a metric

  • Click a tile in the Key performance indicators section to see details for that metric.
  • On a line chart, bar chart, or donut chart, hover over a section of the chart for more information.

NOTE   In Customer sentiment > Topics by customer sentiment, the topics listed here are drawn from the fifty topics that occur most often in contacts. This keeps the information in the list meaningful and prevents topics that occur in only a few contacts from appearing in this list.

Compare evaluation scores for specific evaluation forms

  1. In the Key performance indicators section, click the Evaluation score tile.

  2. In the Comparison: AI agent vs human agent section, select the evaluation forms to compare. The Evaluation score trend chart updates based on what you select.

    BEST PRACTICE   For the most accurate comparison, select the same form for both human and AI agents. If your organization does not use the same evaluation form for human and AI agents, select forms that are as similar as possible. Using similar forms helps ensure that the comparison is fair.

Zoom in on a line chart

  1. Click Zoom In (the plus sign icon, upper-right corner of the chart). The date range for the chart narrows based on the mid-point of the date range you have selected from the Date range filter. To zoom in to a specific part of the chart, see Zoom in on a specific part of a line chart.
  2. Click Reset Zoom (the house icon) to return the chart to its original level of detail.

Zoom out on a line chart

  1. Click Zoom Out (the minus sign icon, upper-right corner of the chart). The date range for the chart expands based on the mid-point of the date range you have selected from the Date range filter.
  2. Click Reset Zoom (the house icon) to return the chart to its original level of detail.

Zoom in on a specific part of a line chart

  1. Click Selection Zoom (the magnifying glass icon).
  2. Click and drag the mouse over the part of the chart you want to view.
  3. (Optional) To move sideways within this zoomed-in section, click Panning (the hand icon) and click and drag the mouse within the chart.
  4. Click Reset Zoom (the house icon) to return the chart to its original level of detail.

Jump to the Auto QM dashboard

  1. In the Key performance indicators section, click Evaluation score.
  2. In the Evaluation score section, click View more. The Auto QM dashboard opens in a new tab. See Monitor automated evaluation scores for more information about the Auto QM dashboard.

Jump to the Trending Topics dashboard

  • Click View more anywhere except in the Evaluation score section. The Trending Topics dashboard opens in a new tab. See Monitor Trending Topics for more information about the Trending Topics dashboard.

Related topics