Guides Performance Overview

The Guides performance page displays how well the Guides powering Sidekick are performing. This page provides a simple view into Sidekick’s engagement and resolution rates, helping to identify underperforming Guides and offer insights to improve Sidekick’s overall effectiveness.

To access the Guides performance page, follow these steps:

1. Click

2. Select Journeys.

3. See a list of how all active Guides are performing.

Guides shown on this page are comprised of two types:

• Actions Guides are configured to provide Sidekick with the necessary steps to take to complete a core workflow. For example, cancelling or exchanging an order. These types of Guides appear in the Guide Name column with the title given to them when they were created, e.g. “Cancel Order” [A].

• Answers Guides are configured to help Sidekick respond to Customer inquiries using information available as Public Answers. These types of Guides appear as Answers [B] in the Guide Name column on the Guide performance page.

Guides with a lower Resolution rate may lack important details or information that Sidekick needs to provide a complete reply to the Customer. Click into a Guide Name to review its setup, or click on performance values to explore real Conversations linked to that Guide.

Insight into specific Answer performance is available for Answers Guides by selecting Answers on the Guides performance page.

Interface Overview

[A] – Tiles display key insights into Guide performance.

[B] – Search and filter options available to refine your results.

• Use the time-based filter to view data within a period of time.

• Use the Channels filter to view Guides configured for Chat, Phone Call or SMS Channels.

• Use the Guides filter to view a collection or set of active Guides.

[C] – Sort by the title given to the Guide.

[D] – Sort by the Guide associated with the Guide Name.

[E] – Interpret guides performance using these indicators.

Review Guide Performance

The Journeys for Guides page provides a high-level glance as to how well Guides are executing and where there are opportunities for improvement. Use the search and filter components to fine-tune results and assess the frequency and efficacy of active Guides.

You can refine the list of Guides using the following filters:

• Time period – Produces a list of Guides that Sidekick utilized within the specified time window. Available inputs are Last 1 Day, Last 7 Days, Last 30 Days, Last 90 Days.

  Time period filter defaults to Last 1 Day

  Initial results populated on the Guides performance page defaults to data within the last 1 day. To adjust the time period, filter the results using an alternate input.

• Channels – Produces a list of Guides configured for a given Channel. Available inputs are Chat, Phone Call, SMS.

• Guides – Produces a list of Guide Names associated with the selected Guide. Available inputs are all Guides that have been configured and set as active.

Interpret Guide Performance

Once you have identified the Guide you’d like to review, evaluate its performance by looking at the fields in the table below.

Now that you have a sense of how Guides are performing, click into each of these indicators to review Conversations that used the given Guide in order to help the Customer. Clicking into the following items will open the Sidekick Conversations page and provide more granular insight as to how Guides are working on a Conversation-level.

• Count – Click the Count to see all Conversations that leveraged the Guide, regardless of outcome.

• Handed off – Click Handed off to see Conversations that leveraged the Guide and resulted in a hand off to an Agent.

  • The Outcome filter on the Sidekick Conversations page will default to Sidekick handed off for these selections.

• Resolved – Click Resolved to see Conversations that leveraged the Guide and helped the Customer without needing to hand off to an Agent.

  • The Outcome filter on the Sidekick Conversations page will default to Sidekick resolved for these selections.

Example Use Cases

Identify under-performing Guides

Guides with large counts but low Resolution rates are under-performing. Click on the arrow next to the Resolution rate column to sort Guide Names from lowest to highest Resolution rate and uncover Guides that could use additional review.

Click into the Handed off value for an under-performing Guide to see Conversations that utilized the Guide, but could not complete the Customer inquiry and handed off to an Agent. Reviewing the Guide content as well as the quality check responses within a selection of Conversations will illuminate areas of the Guide that may need to be adjusted so that Sidekick can resolve these types of Customer inquiries moving forward.

Identify top performing Guides

Use Guides yielding high Resolution rates as a model to improve others. Click on the arrow next to the Resolution rate column to sort Guide Names by descending order and find Guides that result in the highest proportion of Resolutions. These Guides are top performers and are structured in a way that allows Sidekick to fully resolve the Conversation, without handing off to an Agent.