The Issue auto-resolution tab helps you understand how well your Virtual Agent (VA) chatbot anticipates user needs. It displays information about the number of user issues intercepted by the auto-resolution service and resolved by VA.

Issue auto-resolution takes place when a user is diverted to VA from a non-conversational interface. For example, a user might request a new keyboard through a service portal or email. The auto-resolution service can detect the user request and use VA to resolve the user's request in a VA chatbot session. For more information, see Auto Resolution for Virtual Agent.

The data visualizations in the Issue auto-resolution tab displays how well the auto-resolution service is working. This tab is available only when Issue Auto Resolution is enabled and the Auto Resolution Configuration record is set as active.

To access the Issue auto-resolution tab, you must have the chat analytics admin role or the chat analytics viewer role.

Figure 1. Issue auto-resolution tab
Data visualizations for this tab include intent and topic-matching results, matching and conversational trends, acceptance rate, and top topics.

Selecting the data or pointing to the data in the visualizations displays additional information about the data.