From the OI dashboard, click 'Metrics' at the top of the page
The Metric page defaults to the summarized view of 'Inquiries by metric'. This will show you the inquiries sorted in descending order for each of the available metrics.
Use the left and right arrows to change the metric displayed
Click the toggle at the bottom of the left hand side menu to change the page to the detailed view
To change the model, date range selected, or to apply any other filters to the data shown, see Applying filters using OI
To show only the inquiry and metric of interest, use the 'Inquiry' and 'Metric' filters to refine the chart
Select one or up to 5 inquiries to filter the data displayed by.
Tip: Use the search bar to search for keywords within the list of inquiries.
Select a metric of interest to use as the lens to view inquiry performance through
Note:
Average handle time, average interaction cost, average sentiment, average predicted resolution, average predicted satisfaction and average agent effectiveness are available for all Operative Intelligence customers.
Average cycle time will be present if your organization has email as a channel and date received is an available data point.
Other survey metrics may be available if applicable to your organization.
The charts on the Metrics page will now show you insights for the inquiry and metric selected