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Assist Analytics Dashboard

What is it?

Assist Analytics is a tab in your Forethought dashboard that is accessible to you after setting up Assist (Assist Anywhere InstructionsSalesforce Instructions).  This dashboard will give you an overview of the performance and engagement of your agents using Assist.  In the dashboard you see the following tabs, displaying charts of the following data:

  • Agent Focused Metrics
    • Number of active agents over time.
    • Total agents over time.
    • Ratio of active to total agents over time.
  •  
  • Ticket Focused Metrics 
    • Number of engaged tickets over time.
    • Total tickets over time.
    • Ratio of engaged tickets to total tickets over time.

Why is this important?

Getting your agents up to speed on a new product can be confusing, and insights around performance engagement and benefits can be difficult to answer.  With the Assist Analytics dashboard, Forethought provides insights into to how many agents are using Assist and how many tickets they're closing with the product.

 

Using Forethought's Assist Analytics Dashboard

How to get there

On Forethought's dashboard, under the Assist section in the side panel, you can find Assist Analytics to view Assist data. If you do not see this, please contact Forethought support. 

Screen_Shot_2022-08-22_at_10.16.26_AM.png

 

Analytics Breakdown

There are multiple options within Assist Analytics on how to view data:

  • Change the displayed by date range. Select the below options on the Date Range section:
    • Last 7 days
    • Last 14 days
    • Last 30 days (Default)
    • This month
    • Previous month
    • Custom
  • Change the displayed chart type in the Display section by selecting "Table" or "Chart".
  • Change the displayed frequency in the Frequency section by selecting "Daily", "Weekly" or "Monthly"

In addition, when the table view is selected, metrics can be exported via a .csv file by clicking on the Share button. 

 

Table View - Active Agents

Once the date range is selected, in the table view 4 columns will be displayed.

  • Agent Name
    • This column will have the name or id of each agent using Assist.
  • Engaged Tickets
    • For each row (agent), this is the total number of tickets the Agent engaged with using Assist.
      • An engagement could be any of the below events.
        - View Content, Copy Content Text, Use Autocomplete, Apply Content, Interact with Notes 
  • Solved Tickets
    • For each row (agent), this is the total number of tickets closed, using Assist or otherwise, within the selected timeframe.
  • Engagement
    • For each row, this is the percentage of tickets solved on which the agent used Assist. 
     Engagement  = (# of engaged tickets / # of solved tickets) * 100

 

Chart View - Active Agents

Once the date range is selected, a chart view graph will be displayed. A dropdown in the upper-left side of the chart will allow for three different metrics (described below) to be selected.

  • Active Agents
    • The total number of agents using Assist in the selected frequency.
  • Total Agents
    • The total number of agents on the helpdesk in the selected frequency.
  • Engaged Ratio
    • The ratio of active agents to total agents in the selected frequency. 

 

Table View - Engaged Tickets

There is no table view for this report due to data volume.

 

Chart View - Engaged Tickets

For a more granular look at the Assist data by ticket, the Engaged Tickets tab is available. 

Once a date range is selected, in the chart view a graph will be displayed. A dropdown in the upper-left side of the chart will allow for charts for the different metrics described below.

  • Engaged Tickets
    • The total number of tickets engaged with by agents using Assist in the selected frequency.
  • Total Tickets
    • The total number of tickets closed in the selected frequency.
  • Engaged Ratio
    • The ratio of engaged tickets to closed tickets in the selected frequency.

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