Insights

The Insights section of Agent Builder provides detailed reporting and real-time analytics on how your Mpower Agent is performing in interactions with contacts The person interacting with an agent, IVR, or bot in your contact center.. This can show you where your Mpower Agent needs improvement to enhance the overall customer experience.

Insights includes the following:

• Dashboard: Provides widgets that display real-time data about contact's conversations and messages.Provides widgets that display real-time data about contact's conversations and messages.
• Journeys: Provides detailed analytics about the flow of intents during your contact's conversations.Provides detailed analytics about the flow of intents during your contact's conversations.
• Conversations: Displays all Mpower Agent conversations for you to review. You can search, tag, or create training data from these real conversations.Displays all Mpower Agent conversations for you to review. You can search, tag, or create training data from these real conversations.