Knovvu Analytics

Sestek's Knovvu Analytics is a powerful tool designed to analyze interactions between customers and agents. These agents can either be live customer representatives or virtual agents. The primary goal is to enhance the overall customer experience. It offers benefits like pinpointing root causes, elevating quality management, and real-time insights. Knovvu Analytics stands out with its speed, multi-tenancy, no-code design, and advanced quality management.

You have the option to forward all conversations conducted by Knovvu Virtual Agent to Knovvu Analytics for analysis. To enable this integration, follow these steps:

1. From the VA's interface with admin privileges, navigate to Administration >> Settings >> Knovvu Analytics Settings (Shown in the figure stated as 1,2,3)

2. Enable the toggle to turn on the integration in the VA interface.

3. Provide and save the following values in the Knovvu Analytics Settings:

   • Chat Endpoint
   • Token Endpoint
   • Client ID
   • Client Secret

   This information could be obtained by Sestek’s staff if you do not have
   them.

4. Choose a starting date for the conversations that should be analyzed in
   Knovvu Analytics.

Limitations

1. In the context of this integration, there are certain limitations related to the messages being transmitted. On the VA (Virtual Assistant) side, there are multiple response types such as location, card, and text. However, due to the structure of CA (Chat APIs), which only accepts text, only text messages from the VA are transmitted. If there are different response types within the conversation, those messages will not appear on the CA screen, and only the text messages within the conversation will be visible.

2. If the customer message on the VA side is empty, it does not appear as an empty bubble on the CA side; the message box is not displayed at all.

Conversation Handling and Identification

Conversations on the VA (Virtual Assistant) side can occur either with the VA bot or in a live chat. If the conversation is conducted with a live agent through the live agent node, it will appear as two separate conversations on the CA (Chat APIs) side.

In terms of identification:

• The session ID on the VA side corresponds to the external ID on the CA side.
• If the conversation is with the VA bot, the external ID is displayed as <externalid>-VA.
• If the conversation involves a live chat (LC), the external ID is displayed as <externalid>-LC.