Automation rate (%)

Term name

Automation rate (%)

Purpose

Track the percentage of agent-involved conversations that were resolved with no teammate reply.

Definition

Percentage of agent-only resolutions out of all agent-involved conversations during the selected time period.

Location & attribution

• Agents report

  • Key metrics chart

  • Agents over time chart

  • Agent details table

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

FAQ

n/a