All Conversational AI data is flagged on the Call Reporting Object within Salesforce and can be reported on.
Conversational AI introduces the following new fields:
AI Agent Invocations | A count of how many times the Assistant was executed |
AI Agent Seconds | The total talk time seconds of the Assistants |
AI Agent Human Escalation | This a boolean flag on whether an escalation request was made or not |
AI Agent Human Escalation Instance | This will be the name of the Assistant which the escalation was requested on |
AI Agent Human Escalation Reason | A short summary of the reason for the customer requested an escalation, this is sourced from the AI itself querying the customer as to why |
AI Agent Human Escalation Source | If a Knowledge Base was used as part of the escalation it will be populated here |
Channels
These fields will be available for both the To and From channels, but as Conversational AI is predominantly a feature for your inbound calls all reporting can be solely focused on the From channel fields - see here for more on Channel Identification.
Reports and Dashboards
With this update we introduce the following Reports that can be used out of the box or duplicated and tweaked to fit your needs, they’re all available from the Conversation AI folder:
The Dashboard Conversational AI then pulls all these reports together to give you quick oversight of the performance of the Assistants:
Here you can view how many of your businesses’s calls are being serviced by the AI Assistants and of those calls serviced how many were fully serviced versus how many had to be escalated to a human agent (the AI Containment Rate).
Reporting on Agents and Assistants
The above fields and reports apply to all Assistants and Agents, if you wish to report on the calls which apply to specific Assistants and/or Agents you will need to create dedicated fields on the Call Reporting Object.
In order to do this do the following:
Navigate Setup → Objects → Call Reporting → Fields & Relationships
Click ‘New’ field
Set the Data Type to Number
Set the Name, API Name and Description exactly as follows based upon the field you wish to report on:
Name | API Name | Description | Notes |
|---|---|---|---|
AI Router Invocation | AI_Router_Invocation | <<fromConversationalAiStatistics.agentTypes.AIRouter.invocations>> | A count of how many times the Router Assistant was executed |
AI Router Seconds | AI_Router_Seconds | <<fromConversationalAiStatistics.agentTypes.AIRouter.invocationsSeconds>> | The total talk time seconds of the Router Assistant |
AI Knowledge Invocation | AI_Knowledge_Invocation | <<fromConversationalAiStatistics.agentTypes.AIKnowledge.invocations>> | A count of how many times the Knowledge Assistant was executed |
AI Knowledge Seconds | AI_Knowledge_Seconds | <<fromConversationalAiStatistics.agentTypes.AIKnowledge.invocationsSeconds>> | The total talk time seconds of the Knowledge Assistant |
AI Skills Invocation | AI_Skills_Invocation | <<fromConversationalAiStatistics.agentTypes.AISkills.invocations>> | A count of how many times the Skills Assistant was executed |
AI Skills Seconds | AI_Skills_Seconds | <<fromConversationalAiStatistics.agentTypes.AISkills.invocationsSeconds>> | The total talk time seconds of the Skills Assistant |
AI Get Info Invocation | AI_GetInfo_Invocation | <<fromConversationalAiStatistics.agentTypes.AIGetInfo.invocations>> | A count of how many times the Get Info Assistant was executed |
AI Get Info Seconds | AI_GetInfo_Seconds | <<fromConversationalAiStatistics.agentTypes.AIGetInfo.invocationsSeconds>> | The total talk time seconds of the Get Info Assistant |
AI Voicemail Invocation | AI_Voicemail_Invocation | <<fromConversationalAiStatistics.agentTypes.AIVoicemail.invocations>> | A count of how many times the Voicemail Assistant was executed |
AI Voicemail Seconds | AI_Voicemail_Seconds | <<fromConversationalAiStatistics.agentTypes.AIVoicemail.invocationsSeconds>> | The total talk time seconds of the Voicemail Assistant |
AI Agent Invocation | AI_Agent_Invocation | <<fromConversationalAiStatistics.agentTypes.AIAgent.invocations>> | A count of how many times the AI Agent was executed |
AI Agent Seconds | AI_Agent_Seconds | <<fromConversationalAiStatistics.agentTypes.AIAgent.invocationsSeconds>> | The total talk time seconds of the AI Agent |
FAQ
Why can’t I see the new fields on the Call Reporting Object?
The new fields will not appear automatically on existing Salesforce layouts, they will have to be manually added to the layouts by going to the Salesforce settings.
Does the time hunting include time spend talking to Assistants and Agents?
Yes currently time hunting, which determines the time before a call is connected through to a person, will include the time spent talking with Assistants and Agents.
If you need to exclude the the Assistants and Agents from this statistic, you will need to subtract Time Hunting by AI Agent Seconds.