Metrics

Find out if your assistant is improving and where to intervene to make it more effective.

How it works

Metrics are numbers that describe your customers' behavior. For example, if many users ask "What are the opening hours?" and the system doesn't answer, you will see the number of unanswered questions increase. This tells you that you need to update the information.

You can monitor: - Resolved requests: the percentage of customers who got what they were looking for without human help. - Handovers to operator: how many times the user asked to speak with a person or the system passed the ball to a human. - Unanswered questions: cases where the assistant did not find the correct information. - Call duration: the average length of voice interactions. - Ratings: the score the user leaves at the end of the conversation.

What you need to do

Check the data periodically in your management panel or through Annalist.

Tip

Never look at a single day: an isolated number can be a fluke. Observe the trend over time to understand if the changes you made in Errori e correzioni are working.

What glacom® does

glacom.AI automatically collects every interaction and transforms dialogues into readable statistical data, separating successes from failures.

Limits

Metrics tell you WHAT is happening, but not always WHY it is happening. To understand the reason for an error, you must read the individual conversations.

Frequent problems

• Is the number of handovers to operator high? → Check if key information is missing in Conoscenza.
• Are ratings low despite correct answers? → You might need to work on the tone of voice in Personalizzazione.
• Where do I see the details of every single call? → Use the dedicated section in Annalist.

From the app

You can monitor summary charts and resolution percentages in real time.