The "Usage Report" serves as a vital tool for customers, offering a comprehensive view of their support journey. It provides monthly usage data for the last year and for the current year till the last completed month. The report highlights various metrics, highlighting key aspects of support operations and customer engagement.
By leveraging the usage report, customers can gain valuable insights into their support activities, identify trends, track performance, and make informed decisions to enhance their support processes. The usage report acts as a guide, facilitating data-driven decision-making and empowering customers to optimize their support services.
| Total MAU | Monthly Active Users. MAU is a unique count of monthly active users by device. |
| Issues Created | Number of new issue creations. |
| Issues Resolved | Number of issue resolutions. |
| Issues Rejected | Number of issue rejections. |
| FAQ Views | Number of times FAQs were viewed. |
| FAQ score | 1 - [# of issues / (# of FAQ views + # of issues)]. Indicates the share of FAQ views in overall performance. Higher score suggests better FAQ performance. |
| Quick Search Bot - FAQs Suggested | Number of times an FAQ was suggested by QuickSearch Bot. |
| Quick Search Bot - Resolution % | QuickSearch Bot deflection/resolution rate as a percentage. Calculated as (QuickSearch Bot resolutions / QuickSearch Bot invocations). |
| Total Bot Interactions | Monthly count of Total Bot Interactions. Bot interactions include = Custom Bot steps + QuickSearch Bot suggestions + Smart Intents selections + Predict Issue labels + Feedback Bot steps. |
| Custom bots - Invocations | Number of times a Custom Bot was invoked. |
| Custom bots - Issues Resolved | Number of issues resolved by Custom Bots. |
| Custom bots - Outbound Messages Count | Number of outbound messages sent by Custom Bots. |
| Custom bots - Completions | Number of times Custom Bots completed their execution flow. |
| Time to First Response (TTFR) | Average time duration for the first response (Agent, AI Agent, or Bot) since issue creation. Aggregated based on when the first response is submitted. Note: Responses from Automations and auto responders are excluded. Calculated as Timestamp of the first reply by either agent- human, bot or AI Agent minus issue created timestamp. |
| Time to Resolve | Monthly average time from an issue being created to the time it was resolved. Represented as days, hours, and minutes (e.g., 2d 11h 52m). |
| Time to First Human Response (TTFHR) | Time to First Human Response (TTFHR) measures the average time it takes for the first “Human” response after all initial automated actions (including Bots, AI Agents, and Automations) are complete. This includes continuous automated actions such as new issue automation, Bots, and AI Agents until the issue is assigned to a queue or human agent. Aggregated based on the time the first Human response is submitted. Calculated as First human agent response timestamp - completion of initial actions completed by NIA & bots |
| CSAT | Monthly average Customer Satisfaction (CSAT) rating represented as a numeric value from 1-5 (e.g., 4.32). |