To help you measure automation effectiveness and gain consistent reporting insights across Conversational AI and AI Agent Studio, Service Analytics provides a standardized set of AI Agent performance metrics. These metrics help you monitor bot resolution efficiency, containment performance, and handling times from a single reporting experience.

Available Metrics

The following metrics are available within Service Analytics:

Cases Handled Only by Bot

Displays the total number of customer interactions that were resolved entirely by the bot without agent involvement. This metric helps measure the effectiveness of automated resolution.

Cases Handled by Bot + Agent

Displays the number of interactions that began with a bot and were later resolved by a human agent. This metric helps identify conversations that required agent assistance after bot engagement.

Bot Containment Rate

Measures the percentage of conversations successfully resolved by the bot without escalation to an agent.

The containment rate is calculated as:

Bot Containment Rate = Cases Handled Only by Bot ÷ (Cases Handled Only by Bot + Cases Handled by Bot + Agent)

A higher containment rate generally indicates greater automation effectiveness.

Average Handling Time (AHT) for Bot

Displays the average time taken by the bot to resolve conversations without agent intervention. This metric helps assess automation efficiency and enables comparison with agent-assisted interactions.

Add AI Agent Metrics to a Dashboard

To add these metrics to a Care Reporting dashboard:

1. Click the New Tab icon.
2. Under Sprinklr Service, select Care Reporting from the Analyze section.
3. Open the dashboard where you want to add the metrics.
4. In the upper-right corner, click + Add Widget.

5. On the

   Create Custom Widget

   window:

   • Enter a Widget Name.
   • Select Service Analytics (Beta) as the Data Source.

6. Under

   Select Metric/Dimension

   , add the following metrics:

   • Cases Handled Only by Bot
   • Cases Handled by Bot + Agent
   • Bot Containment Rate
   • Average Handling Time (AHT)
7. Review the widget preview.
8. Click Add to Dashboard.

The selected metrics are added to the dashboard and begin displaying performance data based on the applied reporting filters.