The ability to analyze and track key performance indicators by intent is a key value proposition of the intent-powered business. Intent Manager includes intent-correlated metrics on the Intent Trends dashboard. These metrics give you a high-level view of which intents are happening in your contact center.
The metrics are aligned with the LivePerson 4E Framework and include the following:
| Metric | Description | 4E Category |
|---|---|---|
| MCS | The Meaningful Conversation Score for a conversation is an automatic, unbiased method to measure the relationship between consumers and brands | Emotion |
| CSAT | CSAT score is the average of scaled responses to a post- conversation survey question that asks a customer to rate their satisfaction | Emotion |
| Avg. Duration | The average duration of a conversation | Efficiency |
| NPS | The Net Promoter Score associated with a conversation | Emotion |
| % of fully automated conversations | Conversations with intents that were fully automated (no agent assignments) | Effectiveness |
| % of partially automated conversations | Conversations with intents that had both a bot and an agent (TANGO) | Effectiveness / Efficiency |
| % of agent only conversations | Conversations with intents that had only Human Agent assignments | Effectiveness / Efficiency |
| Avg # of transfers | The average number of transfers in a conversation by Intent | Efficiency |
| Average # of consumer messages | The average number of consumer messages sent in a conversation | Effort |
| Avg # of Agent/Bot responses | The average number responses sent by agents or bots to the consumer in a conversation | Efficiency |
| RCR (coming soon) | The number of repeat customer contacts pers intent | Effectiveness |
Settings page
The configuration panel below lets you select which metrics to include in summary cards, charts and graphs, and data tables in the Intent Trends dashboard. By clicking the gear icon in the top right corner, you can configure which metrics show where. This lets you remove empty/ extraneous information and tune the Intent Trends dashboard for use with specific personas and use cases.
