- Get to know the Messaging dataset
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Get to know the Messaging dashboard 2 min
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Demo: Navigate the pre-built Messaging dashboard 5 min
- Determine which metrics and attributes are available in the Messaging dataset
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Identify key Messaging metrics and attributes and when to use them 2 min
- Use reports to determine how to optimize Messaging
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Demo : Use reports to optimize both agent efficiency and customer experience 3 min
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Hands-on activity 15 min
- Wrap up
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Share your feedback 5 min
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Course summary
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Key terms
Messaging dataset tutorial
Are you interested in using messaging reports to evaluate and optimize both agent performance and customer experience post bot handoff? In this tutorial, we will take your existing knowledge of Explore and apply it to messaging. You'll learn key metrics and attributes of the messaging dataset, including how and when to use them. We'll finish by showing you how to apply this knowledge to evaluate reports to optimize messaging for your customers.
Learning objectives
By the end of this course, you will be able to:
- Get to know the messaging dataset
- Determine which metrics and attributes are available in the messaging dataset
- Use reports to determine how to optimize messaging
Audience
This course is relevant to users of Explore Professional with an Admin or Editor role.
Prerequisites
Explore Learning Path