MyAlice Product Walkthrough
API ReferenceWebsiteDashboardRoadmap
MyAlice Guide (Arabic)
MyAlice Guide (Arabic)
  • 👋Welcome to MyAlice
  • 🚀Getting Started
    • 🔤Key Terminologies
    • 🤟Create your Team
      • Personalize your Team
      • Assign User Roles
      • Create Groups in your Team
      • Create Multiple Teams
      • Connect Multiple Teams
    • 💸Set up your Billing
      • Subscribe to the Premium Plan
      • Subscribe to the Enterprise Plan
      • Subscribe through Shopify
      • Update your Subscription
      • Add a Payment Method to Use WhatsApp
      • Track and Configure your Billing
      • Unsubscribe from MyAlice
    • 🎙️Agency Mode on MyAlice
    • ⏰ضبط ساعات العمل على المنص
  • 🔗MyAlice Channels
    • 🎉Connect Your Social Media
      • Connect Your Facebook Feed
      • ربط الماسنجر الخاص بك
      • Connect Your Instagram Messenger
      • Connect Your Instagram Feed
      • ربط حساب واتساب للأعمال الخاص بك
      • Connect Your Telegram
      • Connect Your Viber
      • Connect Your Line Messenger
    • 📧Connect Your Email
      • Connect Gmail
      • Connect Custom Email
    • 🌐Connect Your Website or Mobile App
      • 💬ربط موقع الويب الخاص بك لإضافة مكون دردشة
      • 📱Connect Your Mobile App (Android / iOS)
    • 🇫🇲Clone Channels
  • 📥MyAlice Inbox
    • 🧭تصفح الصندوق الوارد
    • 🔔Manage Inbox Notifications
    • 💬Understand Chat Features
    • 🎫Manage Tickets
      • Assign a Ticket
      • Resolve a Ticket
      • Tag a Ticket
        • Tag Settings
      • Reopen Tickets
      • Smart Ticket Assignment
  • 🛒E-commerce on MyAlice
    • 🛍️Overview
    • 💜Manage your WooCommerce Store
      • Connect your WooCommerce Store to MyAlice
      • Connect Your Customer Information on WooCommerce
      • Manage WooCommerce Orders from Inbox
    • 💚Manage your Shopify Store
      • Connect your Shopify Store to MyAlice
      • Connect Your Customer Information on Shopify
      • Manage Shopify Orders from Inbox
    • 👜Product Recommender
    • 🏆E-Commerce User Data in Inbox
  • 🤖Chatbot & Automation
    • 🧭Explore the Automation Tab
    • ✨Create rules to trigger a Sequence
      • Keyword wise Automation
      • Source (referral) wise Automation
      • Post comment wise Automation
      • Facebook Ad wise Automation
      • User intent (by NLP) wise Automation
        • Connect wit.ai NLP
        • Connect MyAlice NLU
        • Connect INTNT
        • Connect Intents to Sequences
    • 🧱Add Blocks to Your Chatbot
      • Block Compatibility
      • Add and Send Content Blocks
      • Collect User Information Blocks
      • Action Blocks
    • 🚗Create Advanced User Journeys
      • Quick Reply Block
      • Button Block
      • Gallery Block
      • CSAT Block
      • Datalab Entry Block
    • Page
  • 📲MyAlice for WhatsApp
    • 🗺️Overview
      • Migrate from your Existing BSP
      • Migrating from the WhatsApp App to the API account
      • Difference between WhatsApp Business App vs WhatsApp Business API
      • Verifying your Facebook Business Account
      • Picking a number for WhatsApp Business
      • Getting Started with Message Templates
      • Message Templates & Session Messages
      • WhatsApp Message Templates Best Practices
      • WhatsApp API Pricing
      • التقدم بطلب للحصول على علامة التحقق الخضراء
    • 📤إنشاء وإرسال نموذج واتساب
    • ⭐Starting a new conversation
    • 👩‍👩‍👦‍👦WhatsApp Broadcasts
      • WhatsApp Broadcast Overview
      • إنشاء بث
      • الاشتراك وإلغاء الاشتراك
    • 💰Automate Sales in WhatsApp with WhatsApp Catalog
      • 🔃Upload Inventory in Meta
      • 🔗Connect your Catalog to the WhatsApp Business Account
      • Share Products with Your Customer
    • 📈WhatsApp Marketing Automation
      • 💚Setup WhatsApp Automation for Shopify
      • 🍀Shopify + WhatsApp Marketing Automation- Sample Use Cases
  • 📱MyAlice Mobile App
    • ⬇️Download the Mobile App
    • 🤓Navigate the Interface
    • ⚡Enable Mobile App Notifications
    • 📬Using the Mobile Inbox
  • 📂Data Lab & Analytics
    • 📊Diving Deep in Data Lab
      • Create a Datalab Sheet
      • Create Forms in Data Lab
      • Add, Collect or Store Data in Data Lab
    • 👪Understand the Customer Tool
    • 📈Analytics, Metrics & Reports
      • Customer Metrics
        • General Metrics
        • User Demographics Metrics
        • Chatbot Efficiency Metrics
      • Automation Metrics
      • Agent Metrics
      • CSAT Reports
  • 🔑External Integration
    • 🏬Checkout.com
      • Recieve Payments with Checkout.com
    • 🪂Pabbly
    • 🦾Developer Documentation
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On this page
  • Use Cases of Automation Metrics
  • Ticket Metrics
  • 1. Tickets for Supported Customers
  • 2. Ticket for Overall Customers
  • 3. Tickets Created
  • 4. Tickets Resolved
  • 5. List of Tickets
  • Incoming Text vs. Automated Response
  • List of Tags

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  1. Data Lab & Analytics
  2. Analytics, Metrics & Reports

Automation Metrics

Dig deep into your tickets and tags to create better automation sequences.

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Use Cases of Automation Metrics

  1. Get a holistic idea of your ticket management system.

  2. Understand the ratio between incoming texts and automated texts.

  3. Track the most used tags by your sales and support team.

All the metrics are visualized from data recorded within the selected timeframe. You can edit the time range from the top right corner of your dashboard.

Ticket Metrics

A ticket is generated when the bot fails to automate the conversation, and the conversation is handed over to the agent. You can track four ticket management metrics on MyAlice.

1. Tickets for Supported Customers

It is the ratio of tickets to the number of customers who have created tickets. The metric tells you how frequently your repeating customers are creating tickets.

If the ratio is high, your agents might not be doing a great job since they have been unable to satisfy their queries properly.

2. Ticket for Overall Customers

It is the ratio of tickets to the total number of customers. If the ratio is high, it implies that your chatbot isn't doing a great job and hence, you have a large number of tickets.

3. Tickets Created

It is the total number of tickets created on the platform within the selected timeframe. A high number of tickets implies that your bot is unable to automate customer conversations efficiently.

4. Tickets Resolved

It is the total number of tickets resolved by the agents within the selected timeframe. A high number of resolved tickets implies that your agents are doing a great job resolving customer queries.

However, it also means that your platform is generating a lot of tickets. You still need to make sure that your chatbot is functioning properly.

5. List of Tickets

You can also find a list of all the generated tickets with details at the bottom of your page. From here, you can filter and view individual agent performance or export the entire sheet in an Excel file.

Incoming Text vs. Automated Response

This chart shows the number of incoming texts vs. the number of automated responses. The lesser the gap between these two charts, the more efficient your bot is.

In the following figure, you see that there are 43 incoming texts on the platform, and almost 70% of them have been automated by the bot.

List of Tags

This list shows the most-used tags used by your agents. You can also sort them based on frequency or export them in an Excel sheet.

For instance, if you see a rise in the "Refund" tag, you can deduce that something is wrong with your product/service quality.

Check out our or NLP Guide to start creating more efficient bots if you face a high number of tickets.

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Builder Guide