Articles in this section

Solve Email Analytics Dashboard

What is it?

The Solve Dashboard is a tab in your Forethought Dashboard that is accessible to you after Forethought begins responding to your tickets. This dashboard will provide visibility into the overall performance of Solve Email as well as the individual performance of each piece of knowledge. 

Why is this important?

Repeatedly answering the same simple questions over and over again can be tedious and time consuming. Solve Email can free up agent time by automating answers to these "low hanging" questions. This ensures that your agents can spend enough time giving direct and personal attention to customers with more complicate requests.

Analytics will highlight the performance of both Solve Email as well as the effectiveness of specific responses Forethought is providing. This knowledge comes in the form of your macros or articles. These analytics give valuable information that will allow us to improve in the future and find other ways to automate. 

 

Using Forethought's Solve Email Analytics Dashboard

How to get there

On Forethought's dashboard, under Solve Dashboard, you can click on Dashboard to view Solve Email analytics. If you do not see this, please contact Forethought support. 

Screen_Shot_2022-08-17_at_4.52.52_PM.png

Overview tab

The overview tab is the landing page of Solve Email analytics. This is where you will get all metrics related to Solve Emails overall performance and value. 

Self Serve rate

The Self Serve rate is the % of tickets that have been serviced and require no agent interference divided by the total number of tickets.

Cost Savings

Cost savings is calculated based on your company's cost per ticket and how many tickets Solve Email has deflected. Cost savings is not configured by default. If you are interested in this being enabled on your dashboard please get in contact with your Forethought CX team to enable.

Reopen rate

The reopen rate is the number tickets that have been reopened over all responses Solve Email has sent out. A ticket is considered "reopened" if a customer has responded to it in any way. The tag "agatha-reopened" will be added to the ticket as well to indicate this. First touch automations are not recommended for Solve Email as they can make the reopen rate metric unreliable. 

CSAT

This is the number of positive survey responses received from Solve Email ticket over all CSAT responses received.

Analytics Breakdown

You can change the range of all data you are viewing on the right hand of all of these metrics. You have multiple options to view analytics for Solve Email:

  • Select a date range
    • Last 7 days
    • Last 14 days
    • Last 30 days (Default)
    • This month
    • Previous month
    • Custom
  • Frequency
    • Daily
    • Monthly
    • Weekly
  • Channel

Total Email Tickets

The bottom half of the overview page gives an interactive summary of all tickets that Solve Email could respond to. They are broken down into the exact number of Reopens, Instant Resolutions, and the tickets that were Not Attempted. Tickets that are currently being filtered out in the Solve Email configuration are not included in the "Not Attempted" metric. Reopens are determined by whether or not a customer has responded to the email. A tag entitled "agatha-reopen" will be added to the ticket when this occurs.

Breakdowns tab

The Breakdowns tab shows the individual metrics of how each macro or KB article is preforming. The middle navigation bar is similar to the one on the Overview tab and allows you to filter data based on date range, frequency, and channel. The grey bar underneath that is the column headers for the data, but it also functions as a way to filter and sort your data as well. For example to the left is a drop down menu that default is set to show "All Macros & Articles". If you are using both macros and articles for solve email you can filter which type you are seeing here. Here are details on what each of the metric mean. 

Responses

This is the number of responses Solve Email has sent out utilizing that macro or article. You can sort highest to lowest or vice versa with the arrows next to "responses".

Resolutions

Number of tickets that did not need any agent interaction after Solve’s response. This number is determined by the number of responses subtracted by the number of reopens for that macro or article.

Reopens

The actual number of issues that were reopened. This is determined by whether a customer replied to Solve’s Response and / or an agent’s interaction was needed.

Reopen Rate

This is the number of tickets that have been reopened over the number of responses solve has sent.

CSAT

Like the overview page this is the number of positive CSAT survey responses for the macro or article divided by the overall responses to CSAT surveys for the macro or article.

 

Macro Controls tab

Trained Macro - These are macros the model was trained on and are aware of

Untrained macros - These are macros that were not included in the models training data 

*Please see the Macro Controls article for more information

 

Please reach out to support@forethought.ai if you have any questions!

Was this article helpful?
0 out of 0 found this helpful

Support

  • Need help?

    Click here to submit a support request. We are here to assist you.

  • Business hours

    Monday to Friday 8am - 5pm PST excluding US holidays

  • Contact us

    support@forethought.ai