AI HelpMate Dashboard explained

The HelpMate Dashboard is your window into HelpMate activity as you deploy them to assist in handling customer conversations. Currently, you can see up to 30 days of data in the Dashboard for all HelpMates or specific HelpMates.

Please note that only HelpMates published in AutoPilot mode will be tracked in the HelpMate dashboard.

HelpMate tickets

This element shows the total number of conversations containing a message from your HelpMates. This is inclusive of conversations that are escalated to human agents.

Assistance rate

This element shows the percentage of conversations that HelpMates have started handling and then passed along to a human agent. The percentage is taken from the total number of HelpMate conversations.

You can see the average number of messages a HelpMate exchanges before escalating the conversation, as well as how long on average the customer spent in conversation with the HelpMate before it reached a point of needing human intervention.

Resolution rate

This element shows the percentage of conversations that HelpMates have started and then closed on their own without passing them to a human agent. The percentage is taken from the total number of HelpMate conversations.

You can see the average number of messages a HelpMate exchanges before ultimately closing the conversation, as well as how long on average it took to reach a resolution.

Open ticket rate

This element shows the percentage of conversations that HelpMates are handling but have not closed yet due to lack of customer response