Question
A company creates a Power Virtual Agents chatbot.
You need to determine when live agents are engaged to provide support.
Which metrics should you use? To answer, drag the appropriate metrics to the correct processes. Each metric may be used once, more than once, or not at all.
You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Select and Place:
Explanation
Determine which topics are transferred to live agents most often: Escalation rate drivers. This chart lists the topics with the highest escalation rate, so it shows which topics most often end in a hand-off to a live agent.
Determine the number of chats per day that are transferred to live agents: Session outcomes over time. This chart shows, per day, how many sessions ended in each outcome (resolved, escalated, abandoned, unengaged), so the escalated count gives the daily number of chats transferred to live agents. Escalation rate is a single percentage rather than a daily count, and Engagement over time shows engaged sessions in total, not which were escalated.
