Reporting with AI Agents or Assistants

These reports are intended to provide you with enhanced visibility regarding your AI Agents or AI Assistants. Please note that certain fields mentioned in these reports will require manual entry. For further information, kindly refer to this guide.

Reporting on number of calls that were escalated to a human

• Report type = Call Reporting

• Filter on a time field, e.g. Call Reporting: Created Date = THIS WEEK, THIS MONTH…

• Filter on From AI Agent Seconds greater than 0

• Filter on To AI Agent Seconds greater than 0

• Filter on From AI Agent Human Escalation* = True

• Filter on To AI Agent Human Escalation* = True

• Add filter logic:

  • (1 OR 2) AND (3 OR 4)

• Add fields: Call Reporting: Name, Contact, From AI Agent Human Escalation Instance, From AI Agent Human Escalation Reason, From AI Agent Seconds, To AI Agent Human Escalation Instance, To AI Agent Human Escalation Reason, To AI Agent Seconds, Time Talking

• Optional:

  • Group rows by Call Reporting: Created Date

  • You can add extra filters based on From Dialled Number, From Routing Policy or a custom reporting gate.

NOTE: From AI Agent Human Escalation & To AI Agent Human Escalation for AI Assistants, but for AI Agents further configuration is required, see below

Enabling the ability to report on escalations for AI Agents

1. Add Parameters to your Escalation AI Agent Tool

   1. Navigate Natterbox Settings → AI Configuration → Agent Tools

   2. Edit your Escalation Tool

   3. Ensure the Tool is set to Macro

   4. Add a new Parameter called ‘Escalation’

      1. Set it to Required

      2. Set to a String

      3. Set the description/prompt instruction to ‘Populate this as 'true'‘

         1. This provides a macro to determine whether an escalation has occurred on a call

   5. Add a new Parameter called ‘EscalationReason’

      1. Set it to Required

      2. Set to a Selection

      3. Set the description/prompt instruction to: ‘

         1. Apply the most applicable reason for the conversation to be escalated to a human colleague.

            If the AI Agent offered the transfer after completing it's goals:

            Qualified Handover

            If the customer specifically requested to talk to a person, human agent or a variation of that:

            Human Escalation’

         2. Note - if you want something more free form for the reason, you can switch the type to ‘String’ and set the description/prompt instruction to instead summarise the reason for escalation in one line.

      4. Populate the selection options: ‘Human Escalation’ + ‘Qualified Handover’

1. On the Routing Policy add a Rule component to check for the presence of an escalation

   1. Add an evaluation check on the macro $(Custom_AIToolResponse.Escalation) to check for ‘true’

2. Route the positive path to a Modify Properties component

   1. Add a custom property for ‘FromAIAgentHumanEscalation’ and set it to ‘True’

   2. Add a custom property for ‘FromAIAgentHumanEscalationReason’ and set it to the macro $(Custom_AIToolResponse.EscalationReason)

Note in order to support reporting on escalation for outbound calls, you will need to change ‘FromAIAgentHumanEscalation’ & ‘FromAIAgentHumanEscalationReason’ to ‘ToAIAgentHumanEscalation’ and ‘ToAIAgentHumanEscalationReason’.

Reporting on AI talk time

• Report type = Call Reporting

• Show me: All Call Reporting

• Filter on a time field, e.g. Call Reporting: Created Date = THIS WEEK, THIS MONTH…

• Filter on From AI Agent Seconds greater than 0

• Filter on To AI Agent Seconds greater than 0

• Add filter logic:

  • (1 OR 2)

• Add fields: Call Reporting: Name, Contact, From AI Agent Seconds, To AI Agent Seconds, Time Talking, From Recording

• Optional:

  • Group by: From Routing Policy, Account, or Month Name

  • Add fields: From AI Agent Human Escalation Instance, From AI Agent Human Escalation Reason, To AI Agent Human Escalation Instance, To AI Agent Human Escalation Reason

How Can I Report to find UUIDs for Lumina Review for Low Rated Calls?:

• Report Type: Natterbox AI with Call Reporting

• Show me: “All Natterbox AI”

• Filter on a time field, e.g. Call Reporting Created Date = This week, This month..

• Filter on From AI Agent Seconds greater than 1

• Filter on To AI Agent Seconds greater than 1

• Add filter logic:

  • (1 OR 2)

• Add Fields: Natterbox AI: Natterbox AI Name, Call Reporting:Name, From Recording, FT-Summary*, RE-How Helpful Was the AI*, RT-How Helpful Was the AI*,  UUID

• Optional:

  • • Group rows by “RT-How Helpful Was the AI”

    • This will allow you to easily sort through the lower rated calls and find the related UUID to plug into Lumina for further review.

NOTE: All fields marked with a (*) are AI Advisor prompt fields - The field names may be different from what you have configured.