Enlighten AI Routing Summary Report

The Enlighten AI Routing Summary report shows the improvement Enlighten AI Routing has on your key focus metrics.

This report is an advanced Business Intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for BI Reports.

You can access this report from Reporting > Prebuilt Reports > General. Select the report from the list, define the report parameters, and click Run Report.

Routing Summary: Page 1

Page 1 in the Enlighten AI Routing Summary report displays the lift from Enlighten AI Routing and contextual data in 7 different widgets.

Enlighten AI Routing toggles on and off in short cycles and compares metrics in the on and off period. This allows precise measurements of the lift it is providing.

You can filter by focus metrics, date, ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and campaigns to refine the information displayed on this page.