Enlighten AI Routing Summary Report

The Enlighten AI Routing Summary report shows the improvement AI Routing has on your key focus metrics.

Here are a couple of examples for cases where the AI Routing Summary report could give you useful insights into your organization.

Mr. Collins, an analyst for the Rosings contact center, pulls data from the AI Routing Summary report quarterly. His goal is to present the data to management to show the benefit AI Routing provides for the contact center in support of using AI Routing in other campaigns. He looks at the unfiltered data for the quarter and notes the seconds saved. Mr. Collins translates that number into a dollar amount based on the unique cost per second for Rosings.

Miss Bingley, the administrator of the Netherfield contact center, runs the AI Routing Summary report monthly to see the improvement AI Routing is providing for her chosen focus metric, which is average handle time (AHT). She checks the overall improvement to the contact center and then filters the data to check how the AHT has improved in each separate campaignClosed A grouping of skills used to run reports..

You must have these permissions:

  • Dashboard > Dashboard Templates > Enlighten AI Routing Summary:view:On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

Metric Improvement Per Call

This widget displays four metrics:

  • Metric Improvement. This metric shows the raw value difference in the focus metric when AI Routing is on and when AI Routing is off. For example, if AI Routing is optimizing average talk time or average handle time, including ACWClosed State that allows an agent to complete work requirements after finishing an interaction., it displays the number of seconds saved per interaction.

  • % Lift. This metric displays the percent difference in the focus metrics AI Routing is optimizing between periods when AI Routing is on and when AI Routing is off.

  • % Influenced. This metric displays the percentage of total interactions—including interactions where AI Routing is off—where AI Routing selects agents to handle the interaction.

  • Total Call Volume. This metric displays the total number of calls that are eligible for reporting. It includes all calls with at least 15 seconds of talk time, less than 3 hours of handle time, an agent identifier, and where AI Routing is enabled.

Outcomes

This bar chart provides additional context for the Metric Improvement Per Call widget. It displays the average value of the focus metric for calls in three categories:

  • Active Routing Outcome: Average performance score of interactions when AI routing was on.

  • Passive Routing Outcome: Average performance score of interactions when AI Routing was off.

  • Overall Outcome: Average performance score for all reportable interactions, regardless of whether AI Routing was on or off.

Overall %

This line graph displays the % Lift and % Influence trend over time.

Call Volume - Active Contact Count

This bar chart displays the active contact count of the reportable interactions when AI Routing was off.