HELP FILE
New Features in Bold360 AI
Bold360 AI version 21.7 contains the following new enhancements:
Business Insights reporting enhancements
- New metrics
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As part of the ongoing enhancements to our Business Insights reporting, we’ve added the following metrics for tracking performance of the Voices Dashboard:
- Number of Engagements
- Number of Interactions
- Engagements self-service score
- Interaction self-service score
- Engagement timeline
- Interaction timeline
- Deflection rate
- Customer effort score
- Tool tips for BI widgets
- As part of the new Business Insights reporting on the Voices Dashboard, additional details are displayed as tooltips when hovering over the reporting widget.
- Description of each metric is available in Business Insights reporting widgets
- Description of each widget metric is available as a tooltip in the corner of each Business Insight widget dispalyed on the Voices Dashboard.
- Smart Advisor engagements do not generate additional engagement counts in Business Insights reporting
- AI Welcome Messages is removed from interaction reports for improving reporting accuracy
See the new features that the previous release introduced: