Evaluating Performance Analytics
Roles: Admins, Authors
What is Performance Analytics?
If your team is using AI Suggest, the Performance Analytics dashboard allows Authors to view and assess usage of Guru content. Impact Analytics illustrate not only how your team is leveraging AI suggested Cards, but also over which apps they’re using them, and what content is helping them the most.
Accessing Performance Analytics
In the Analytics dashboard of the web app, click the ‘Performance’ tab.
The Analytics dashboard auto-updates every 30 minutes. The date and time it last updated is displayed at the top of the dashboard.
Use the time filter on right side of the dashboard to evaluate data within a certain window of time.
Understanding the Data
Below is an overview of each widget and the insights they afford.
Total Volume - This figure is the total number of interactions across all tools over which AI suggest is activated within the timeframe. The line graph plots this figure by day.
Guru Usage - This number indicates to what extent Guru is assisting your agents in their workflow. It depicts Guru usage over total support volume over time. Here, Guru usage is defined as viewing or copying a Card while a ticket is open. This is not specific to AI Suggest; it represents all Guru usage over support conversations. Leadership can use this graph to understand how much of ticket volume is processed using Guru knowledge.
Guru Usage by Channel - This graph is a breakdown of Guru usage by channel. Use it to get a better sense of your team’s habits and understand over which tools they’re using Guru the most.
Most Impactful Content - These Cards are used (viewed or copied) with the greatest frequency to solve conversations. The table displays how many times each Card was used over each tool, as well as the total number of times it was used.
Want to give AI Suggest a try? Setup instructions can be found here.