Manager assist in Connect Customer
As a supervisor or contact center manager, you can
ask about your contact center performance in plain language instead of opening a dashboard
or building a report. Type a question such as How is my contact center performing
over the last week?, and manager assist returns a response that is generated
from the metrics data in your instance.
You can ask about more than 150 standard and custom Connect Customer metrics, including agent performance, queue health, contact volume, self-service optimization, and evaluations. For the definition of each metric, see Metric definitions in Connect Customer.
You can do the following:
-
Get insights into the metrics and reporting data in your Connect Customer instance without switching between dashboards and reports.
-
Ask follow-up questions about key operational use cases, so you can move from a summary to the specific queue, agent, or hour that you care about.
-
Request an investigation when a metric changes unexpectedly, and receive prioritized recommendations. For more information, see Investigations and recommendations.
-
Generate charts, tables, and narrative summaries from your metrics data.
Note
Manager assist preview is available in all supported languages. During the preview, manager assist operates in read-only mode: it cannot modify any configuration or resources in your instances currently.
Important
Responses might contain inaccuracies. Always validate insights against your Connect Customer dashboards and reports before you make business decisions.
Contents
