This topic explains the meaning of each data metric in the Data Overview section on the digital employee console homepage.
Access the feature
-
Log on to the Cloud Contact Center console. In the navigation pane on the left, choose Instance Management-V2 and click the endpoint of a specific instance to go to its console.
-
Click the menu button in the upper-right corner of the page and select Digital Employee to open the digital employee business console. In the navigation pane on the left, choose Digital Employee > Data Overview.
Data Overview
The Data Overview page includes the following information:
-
Used/Purchased authorizations: The current concurrency in use and the maximum concurrency purchased.
-
Issues resolved by voice navigator in the last 7 days / Total sessions: A session is counted as resolved if its final interaction returns a correct answer without transferring to a human agent. Total sessions refer to the number of calls connected to the voice navigator.
-
Resolution rate of voice navigator in the last 7 days: Calculated as “Issues resolved / Total sessions”.
-
Peak concurrency in the last 7/14/30 days: The highest number of concurrent sessions used during the past 7, 14, or 30 days.
-
Trend chart of total digital employee service volume: The x-axis shows time, and the y-axis shows either the number of issues resolved or total sessions.
-
Concurrency monitoring: Displays recent peak usage data to help adjust concurrency allocation across different scenarios.
-
Concurrency allocation leaderboard: Shows concurrency allocation and usage by scenario.
In the Data Overview interface, click the drop-down list to switch between different scenarios. Select a specific scenario from the list to view its data overview.