Agent
Agents data set represents people, bots and other systems that engage in Conversations with customers.
| Property | Type | Description |
|---|---|---|
| Agent | PID | Unique identifier of the agent. |
| ID | Label for Agent | Platform identifier for the agent. |
| Name | Label for Agent | User friendly display name for the agent. |
| Department | Entity | Department in which the agent currently is. |
| Organization | Entity | Organization unit in which the agent currently is. |
| Team | Entity | Team in which the agent currently is. |
| Type | Enumeration Menu, Bot, External, User, Voicemail | Broad categorization of agents to distinguish human agents and other services that engage in conversations with the customers on behalf of the company. |
| Version | Attribute | If the agent is a bot or other service this attribute enables you to distinguish between its different versions. This might be useful for ensuring that the new versions provide better performance - for example using A/B testing. |
| Status | Enumeration Active, Inactive | The current state of the agent. State enables to filter out agents that are no longer in the company. |
| Cost per Hour | Fact | The current cost of work of the agent work per one hour. |
| Cost per Engagement | Fact | The current cost of work of the agent’s work per one engagement. |
Type
Agent type is broad categorization of agents. It is used to distinguish human agents from other services that may engage with the customer during conversations.
| Type | Description |
|---|---|
| Menu | Agent representing a menu (self-service, IVR, etc.) that the customer uses to achieve some goal. |
| Bot | Automated bot that tries to handle the customer without an involvement of a human. |
| External | The agent is an external entity. This agent can represent a single person or an entire company as the exact mechanism for handling the customer is outside of the control your company. |
| User | Human agent. An actual person working for the company. |
| Voicemail | Voicemail that enables customers to leave a message. Unlike robot voice mail has no ambition to resolve the customer issue. Its goal is just to capture customers’ requests for reaching back. |
Version
Versions can be used for distinguishing between different versions or configurations of the same bot or service. This can be very useful for ensuring different versions or configurations perform as expected.
Salted CX does not enforce a specific format for versioning the agents.
Status
Status is typically used to filter out agents that are no longer active in the company. This is useful especially for filtering, so have only those agents visible that makes sense to look at in most cases.
| State | Description |
|---|---|
| Active | The agent is currently part of the company. This does not mean that the agent is currently in work. For bots this means they are used in the production. |
| Inactive | The agent does no longer work in the company. For bots this means they are no longer deployed in the production. You can deactivate the old versions of a bot one newer are released if you would like to use versions. |
All agent related data stay in Salted CX even after an agent is deleted or deactivated in the source platform. Salted CX maintains the information to keep historical performance record for those agents.
Hierarchy
Salted CX offers attributes to represent an agent hierarchy. These attributes are (in order from the highest level to the lowest):
- Organization
- Department
- Team
For analytical purposes the agent can be only in one team, one department and one organization. This restriction is in place because many-to-many relationships in analytics add extra complexity for writing and understanding metrics and have significant performance penalties.