ReportsIn development
Resolutions, handoffs and content gaps
What Ray resolved, what went to a person and why, and the questions that still have no source, in the same console and by language. Every figure will lead to the conversations behind it.
Early access with hands-on help from the team. Ray is in development.
Illustrative example of the reports summary for the last 30 days, with illustrative data: conversations, resolved by Ray, handed off to a person and questions without a source.
Illustrative example with sample data. Illustrative data.
ResolutionsIn development
Resolutions that can be audited
Each resolution will have its record: the conversation, the source that backed it and the customer's confirmation. What does not count will also stay in view, with the reason.
The same definition will be used for billing: the business will pay only for what Ray resolves. See pricing
Illustrative example of the resolution record: two conversations that count, one where the customer asked for a person, one without a source and one reopened that is deducted.
Illustrative example with sample data. Illustrative data.
HandoffsIn development
Why it went to a person
Handoffs will be grouped by reason. An explicit request will always be respected; questions without a source will become content gaps to close.
Sensitive topics
How many conversations came in on a topic from the list, and which ones.The team's times
How long the team took to reply to what needed a person.From the number to the conversation
Each number will open the conversations behind it, with the draft and the final reply.
Illustrative example with illustrative data of the handoff reasons: sensitive topic 34, asked for a person 29, no source after clarifying 18 and check not passed 7, and a median of 6 minutes to the team's first reply.
Illustrative data.
Content gapsIn development
Questions without a source, by topic and by language
The questions Ray could not answer will be grouped by topic, in each enabled language, with the number of questions and a suggested article to review.
Illustrative example with illustrative data of the content gaps by topic and language: four topics without a source, in Spanish, English and Portuguese, and one already covered by a published article.
Illustrative data.
QualityIn development
Quality will be reviewed every week, with human judgment
A sample of autonomous replies, the drafts the team evaluated and the customers' rating, without mixing one measure with another.
Illustrative example with illustrative data: an audit sample with three graded replies, the number of approved, edited and rejected drafts, and the spread of the customers' rating from 1 to 5.
Weekly audit of a sample
Supervision will grade autonomous replies as backed, unbacked or ones that should have been handed over.
Evaluated drafts
Approved, edited or rejected with a reason in the Inbox. Rejections will feed the test cases.
Customer rating
The answer to “How was the service?” when the chat closes, kept apart from the audit.
Illustrative data.
Review what to measure with the Ray team
A short conversation with the team that builds Ray to review the company’s case: frequent questions, existing knowledge, sensitive topics and a migration plan.