The Autopilot Session Monitor is an important tool for supervisors to oversee and manage Autopilot sessions effectively. It provides real-time insights into active sessions and access to historical session data, facilitating comprehensive monitoring and quality assurance.
Session monitor is available on the Autopilot app by clicking on the “Session monitor” option [1].
Session Monitor Interface
The Session Monitor interface is comprised of two primary sections:
- Active Sessions [1]: Displays ongoing Autopilot sessions, allowing supervisors to monitor live interactions.
- History [2]: Provides a log of past sessions for review and analysis which allows contact center Supervisors to access recordings of past interactions. This is useful to identify possible gaps and opportunities for improvement.
In both the Active Sessions and History sections, the following features and information are available to enhance monitoring and analysis:
- “Interactions” [3]: Displays the total count of interactions currently shown in the view.
- “Filters applied” [4]: Displays the currently selected filters applied to the Session monitor section.
- “Hide Escalated Interactions” [5]: Option to hide or display escalated interactions for focused monitoring.
- “Search” [6]: Search for specific interactions using the customer’s name or phone number.
- “Export” [7]: Allows exporting the displayed interactions for offline analysis or reporting.
- “Filters” [8]: The Filter button allows you to apply advanced filters, such as Interaction ID, Channels, Autopilot and When.
Each session displayed in the table contains the following information:
- “Channel & contact” [1]: Displays the communication channel (e.g., voice, chat) and details about the customer interacting with the Autopilot.
- “Autopilot” [2]: The name of the Autopilot handling the interaction.
- “Sentiment” [3]: The overall sentiment detected during the interaction, such as positive, neutral, or negative.
- “Duration and start” [4]: Shows the interaction duration and the start time for better tracking of session activity.
- “End of interaction” [5]: Indicates the state reached at the end of the session (Escalated, End conversation)
- “Alerts” [6]: Highlights any issues that occurred during the session, such as conversation misses or errors, helping to quickly identify and address problem areas.
Session Interface
The Autopilot Session interface provides a detailed view of individual sessions when a session is selected from the Session Monitor table. This interface displays critical information and tools for monitoring and analyzing customer interactions.
Each session contains the following information:
- “Channel & contact” [1]: Displays the communication channel (e.g., voice, chat) and details about the customer interacting with the Autopilot.
- “Autopilot” [2]: The name of the Autopilot handling the interaction.
- “Sentiment” [3]: Shows the sentiment analysis of the interaction, such as positive, neutral, or negative.
- “Started on” [4]: Specifies the date and time when the session started.
- “Interaction ID” [5]: A unique UUID that represents the call interaction within Talkdesk.
- “Session ID” [6]: A unique UUID for the Autopilot session within a Talkdesk Studio flow. Multiple sessions may share the same Interaction ID if they occur within the same call.
- “Search transcription” [7]: Enables searching through session transcripts for specific keywords or phrases.
- “Export Session” [8]: Allows exporting the session data for further analysis or record-keeping.
- “User messages” [9]: Displayed on the right-hand side of the interface, showing the messages sent by the customer during the session.
- “Autopilot messages” [10]: Displayed on the left-hand side of the interface, showing the responses generated by Autopilot.
- “Interaction Status” [11]: Appears only when the interaction has ended, providing a summary of the session’s completion status.
This interface is designed to provide a clear and comprehensive view of session data, helping users better understand and evaluate the performance of Autopilot and the customer experience.
Autopilot Message Insights
The Autopilot message "Insights" screen is accessible by clicking on an individual Autopilot message. This view provides detailed information about the message, including:
- “Intent” [1]: Displays the intent that was most recently triggered by the message and the system Confidence on the Intent with a value from 0 to 1.
- “Sentiment” [2]: Shows the sentiment analysis for the specific message, such as positive, neutral, or negative and its overall score from -1 to 1.
“Errors” [3]: If the message contains an error, an Errors tab will be available. This tab provides detailed information about the error to help diagnose and resolve issues.