Issue auto-resolution tab
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- UpdatedFeb 1, 2024
- 2 minutes to read
- Washington DC
- Virtual Agent
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.

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