AI actions usage report

This report helps users to track monthly AI actions usage. It provides better visibility into AI action consumption and supports monitoring and planning activities. In Calabrio Workforce Intelligence, an AI action is an Agent Assist chat session, a Supervisor Assist chat session, or a Predictive Action. For more information about Agent Assist, refer to About Agent Assist.

NOTE   Agent Assist is currently available. Supervisor Assist and Predictive Action will be released in the future.

Page location

WFM > Reports > AI actions usage

Procedures

Run a report

  1. Select a date period.

  2. Select one or more features.

  3. Select True or False from the WFI license drop-down menu.

    • True - Show AI actions usage for the Workforce Intelligence (paid) license.

    • False - Show AI actions usage for the WFM (free) license.

  4. Select a business unit from the Business unit drop-down menu.

  5. Select a site from the Site drop-down menu.

  6. Select one or more teams.

  7. (Optional) If you want to include granular details for each individual entry, instead of only providing a total sum, select the Include details check box.

  8. Click a format in which you want to run the report.

    The reports are accessed as PDF, Word, or Excel files. For PDF format, select PDF to show the report in a browser or Download to download the PDF file.

    A preview option is available to check that it is the correct report or that data is loading for the report. This option only displays the first page of the report.

Fields in this report

Field Description
AI actions

If you selected the Include details check box, the report includes granular details about the number of AI actions that each individual user has consumed.

The total number of AI actions used by all users appears at the end of the report.

NOTE   AI actions are pooled across all users. This means that everyone shares the same AI actions balance.

In Calabrio Workforce Intelligence, an AI action is an Agent Assist chat session, a Supervisor Assist chat session, or a Predictive Action.
Feature

One or more of the following features:

  • Agent Assist (currently available)

  • Supervisor Assist (upcoming feature)

  • Predictive Service Level (upcoming feature)
Business unit A business unit is the organizational unit at the top of the business hierarchy. It can contain one or more sites.
Site A site is a unit in the business hierarchy, belonging to a business unit and containing one or more teams.
Team A team is a collection of agents.
User A user of Agent Assist, Supervisor Assist, or Predictive Service Level.

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