Understand the work behind the numbers.
Review conversation activity, usage and client operations. See enough context to make the next decision.
A clearer operating view
Example client activityMoving from a patchwork of reports?
A clearer view of client activity and what drives consumption.
Separate vendor dashboards make the cost of a client hard to reconstruct. Look at usage as part of the service you deliver.
What you can work with.
See client activity
Review conversations and operating activity in the context of the client. Find where attention is needed.
Understand consumption
Inspect the units and components that create usage. Keep platform charges, provider usage and external services distinct.
Review outcomes
Pair activity counts with what the customer needed and what happened afterward. A high call count is not the same as a good service.
Improve the operation
Use unanswered questions, handoffs and exceptions to guide changes in knowledge, agent instructions and workflows.
For the details people
Look under the surface.
Useful questions for your technical evaluation.
- Activity
- Conversation and client operating context.
- Usage
- Metered units and available consumption detail.
- Economics
- Vora charges and your client service revenue are separate.
- Validation
- Reconcile a representative workload with its actual billing configuration.
Bring the difficult case.
Bring a sample of your current workload. Compare included usage, provider components and external charges before estimating margin.
Plan a useful evaluationThe work around insights & usage.
Make it work for your clients.
Build the agent. Connect the work. Make it yours.
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