This solution article provides a comprehensive breakdown of all the out-of-the-box reports and metrics available in Atomicwork. This way, you can identify common issues, track performance, and allocate resources better to improve end-user experience.
Please refer to the Admin's deflection guide for deflection best practices.
Only organization admins or organization analysts in Atomicwork can access the Assistant Performance and Accuracy reports in the Analytics tab in the left navigation bar.
How to read this report
Evaluate the Assistant's performance, focusing on its effectiveness and impact in streamlining operations and enhancing user interactions.
Metric | How we calculate | How to use this information |
Answered | The number of messages for which the Assistant sent an answer. This can be when any message from the user is answered except when Atom says ‘I could not find an answer’ or runs into an error.
| Use this number as a benchmark for the Assistant's efficiency. |
Unanswered | The number of messages for which the Assistant had no useful response i.e. it sent “I’m sorry, but I couldn’t find any information about your query in your knowledge base” | Drill down into this number with our Accuracy report so you can create documentation and bring down this number |
Total | The sum total of answered and unanswered messages | This is the total number of messages your employees are sending to the Assistant |
Request deflection | (Messages that were answered but did not lead to an incident/service request or any request) divided by all messages sent to the Assistant. | The percentage of conversations where messages were answered by the Assistant without involving an agent. |
User feedback | (Messages that were answered and the employee clicked on the 👍 button) divided by all messages sent to the Assistant | The percentage of interactions where end users were happy with the Assistant's help and insights. |
Unique users | The number of unique users who have interacted with the Assistant in the chosen time period | Use this number to understand the reach and engagement of the Assistant with your users |
Top employee segments | The number of messages sent by the segment grouped by employee segments | Use this list to figure out which teams need help with adoption and which don't |
Note: The percentage change for each metric (Answered, Unanswered, and Total) is calculated by comparing the selected date range with the equivalent previous period, indicating if the metric has seen an increase or decrease compared to that prior period.
Skill usage metrics
The Skill usage metrics helps you track the effectiveness of enabled Atom Skills, breaking down how often each skill was triggered, how many requests Atom deflected, and how often agents had to step in.
Triggered: The total number of times a skill was initiated by any user
Resolved by Atom: The number of times a skill was initiated and the Assistant resolved the request completely
Handed off to team: The number of times users requested help from your agents (through the Get help button) after the skill was initiated
Report filters
You can drill down on this report with the following filters:
Employee segment. Look up which employee segment has asked and received accurate answers from the Assistant
Duration. Admins can pick defined time periods like All, Today, Yesterday, This week, This quarter or define their own with Custom.