The Service AI Adoption Analytics dashboard tracks Average Handle Time (AHT) and Employee Satisfaction (ESAT) to measure the overall impact of AI solutions for service on your contact center.
Required Editions
| View supported editions. |
Understand How the Dashboard Calculates AHT
AHT measures the operational efficiency gained from AI solutions for service. The dashboard calculates AHT in three steps.
- Categorizes records based on filters. The dashboard pulls records based on your filters and
categorizes them by AI usage.
- Overall—All filtered records.
- Used AI (True)—Any record where an AI feature was used at least once per day. For example, when a rep types manual replies and generates a work summary for a record, then it’s considered as false for service replies, true for work summaries, and true for both service replies and work summaries.
- Didn’t Use AI (False)—Records where AI features were available, but the service rep didn’t use them.
- Identifies closed records. The dashboard identifies the service rep work records closed within the date filters.
- Calculates AHT. The dashboard calculates AHT across those closed service rep work records.
If a service rep manually replies to a message but generates a work summary, the record’s classification depends on your selected filters.
- Used AI (True): If you select both Service Replies and Work Summaries, the record is marked True because the rep used at least one enabled AI feature.
- Didn’t Use AI (False): If you select only Service Replies, the record is marked False because the rep did not use the specific AI feature you’re tracking.
Feature-Specific Exceptions
AHT tracking varies depending on the specific channel and product filters that you apply.
- Service Replies: This operation tracks AHT for both True and False scenarios.
- Work Summaries (Non-Email): Channels like chat or messaging only show AHT for records marked as True (Used AI).
- Work Summaries (Email): AHT isn’t calculated for email summaries.
Understand How the Dashboard Calculates ESAT
ESAT shows how satisfied your service reps are with AI solutions for Service. The dashboard calculates the ESAT score from direct feedback, such as thumbs up or thumbs down from service reps. A high ESAT score indicates that service reps work efficiently, which leads to better productivity, higher-quality customer interactions, and improved customer satisfaction. By monitoring ESAT, admins can identify and resolve friction points in feature prompts and settings.
ESAT calculations vary depending on the AI feature.
- Service Replies for Messaging:
- Thumbs down is the only explicit option available for reps to provide negative feedback.
- Thumbs up is implicit for Service Replies for Messaging. A positive score is recorded when a rep posts a service reply.
- Work Summaries: Thumbs up and Thumbs down options are explicitly shown to reps across all Work Summary types.
Considerations for ESAT Feedback
- When a rep clicks Thumbs down, they’re prompted to select a reason for their feedback. The dashboard groups negative feedback into specific categories.
- If a rep submits feedback more than once on an interaction (for example, switching between Thumbs up and Thumbs down), only the last feedback counts for ESAT calculation.