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Analysis Metrics▶︎ Self-Learning Funnel Metrics: Data Source, Topic, FAQ, Usage▶︎ Usage Analysis Metrics: Tickets, Transfer to Human RateStep-by-Step Guide:① After logging in, click on “Data Analysis” in the left sidebar and select “AI Self-Learning Performance”.② Here, you can filter by the self-le

Check the quality and usage of the knowledge to identify knowledge that needs optimization.Step-by-Step Guide:① After logging in, click on “Data Analysis” in the left sidebar and select “Knowledge Base Usage”.② Here, you can filter the knowledge by its update time.③ Here, you can filter by the sourc

AI Tag can label messages in the inbox or local files, structuring all user messages to provide insights into business problems and opportunities, making it easier to analyze private data.Step-by-Step GuideStep 1: Locate the “AI Test” FeatureNavigate to “Report” > “Tag Data Analysis”, then click

User Satisfaction AnalysisIn this analysis module, you can compare the service quality of Solvea with that of human customer service agents.By comparing, you can identify the efficiency advantages of AI in handling standardized issues based on data, and also discover the skills of human customer ser

This feature analyzes the volume of tickets and the Solvea processing rate for different user message intents. By understanding the proportion of tickets for each intent, you can identify the most common user concerns. It also helps in observing differences in AI processing effectiveness for various

Agent Performance AnalysisAnalyze the number and effectiveness of tickets processed by active intelligent agents. You can filter by custom time periods and message source channels to analyze agents currently in use.Analysis Metrics* Total Tickets* AI Reply Volume / Reply Rate* AI Processing Volume /

Solvea identifies the percentage and number of tickets with issues. You can customize the date to analyze conversations or messages from different channels.Analysis Metrics- Total Conversations- Sampled Conversations- Sampling Results- Issue Percentage- Compliance Issue Performance- Quality Check It

Analysis of Escalation (Transfer to Human Agent Reason): Analyze tickets transferred by Solvea to human customer service. Analysis Metrics► Transfer to Human Agent Rate► Impact on Total Ticket Volume► Ticket Data Performance (Last 4 Weeks)Insight Analysis► Transfer to Human Agent Rat

Analysis MetricsAnalyze messages successfully responded to by Solvea in all tickets to check AI performance in conversations:▶︎ Message Dimensions: Total messages, messages processed by Solvea, messages processed by human customer service.▶︎ Ticket Dimensions: Total tickets, AI replies, AI processed