Sessions & Derivations
- Barbara Lavia
Sessions & Derivations to Operator
Indicates how many of the total sessions were referred to an operator.
Like the measure of Messages sent vs. received, this value varies greatly depending on the design of the experience that you seek to obtain with the bot.
If the design was made so that sessions end up being referred to an operator 90% of the time, the derivation value will be high, since it was designed for this purpose.
A high number of derivations can be a good parameter to trigger alerts in cases where the search is to refer as little as possible and the bot is mostly self-managing.
Sessions & Derivations to Operator per Day
Analyzes the number of sessions that were derived to the operator, broken down by day of the week.
Sessions & Derivations to Operator per Hour
Analyzes how many sessions were derived to the operator per hour.
In the case of the example, it could be decided to designate a greater number of operators between 10 a.m. and 12 p.m. and then between 2 p.m. and 4 p.m., which are the time slots where there are the greatest number of derivations.
This data can be useful to analyze in which time slot operators receive the greatest number of referrals to, for example, decide in which time to designate the greatest number of resources to attend to queries.
You can continue reading about Derivations in the following guide: