Resolution Types in Guided Conversations
Within Capacity Guided Conversations, we offer the ability to specify the resolution type for a particular card/point in the conversation flow. This gives you the ability to explicitly denote that if a user were to reach that card in the flow, it should be considered the selected resolution. Thoughtful use of resolution types only improves the accuracy of the deflection rate calculations because they provide explicit signals to our system.
Resolution Types
Today, we only offer two specific types of resolutions, Escalation and Conversion. If a conversation session is completed and it does not reach a specified resolution, our system may rely on other implicit signals to determine if a deflection occurred.
Escalation - Select this type when it indicates a card that results in an escalation to a ticket, live chat, or some other interaction that isn't handled by the bot. While those are our recommendations, you have the ability to define an escalation in a way that makes sense to your organization.
Conversation - Select this type when it is a card that results in a conversion event as defined by you. This could be a lead form completion, an appointment booked, etc. Again, you have the ability to apply this resolution type in a way that makes sense to your organization.
Resolution Subtypes
Each resolution type has an optional set of subtypes that can be selected for more granular and specific reporting. These subtypes can be used to better classify the resolution. These are totally optional and can be employed as needed.
Escalation Subtypes
- Escalation (default)
- Courtesy
- Business Rule
- Live Chat
- Submit Ticket
Conversion Subtypes
- Conversion (default)
- Lead
- Sale
- Follow Up
Setting Resolution Type & Subtypes on Cards
For all of the applicable cards, we have added a new dropdown at the bottom of the card, allowing users to specify if the card should be considered one of three choices:
- None - not a resolution card
- Escalation
- Conversion
For more granularity you can select the second dropdown for the subtype.
There are two Capacity cards that are set with a resolution type of "Escalation" by default. They are the Helpdesk Ticket card and the Start a Live Chat card. Both of these cards, when added to a conversation flow, will be set to an escalation resolution by default but still have the ability to be changed.
Other Applicable Cards
The cards listed below have the Resolution Type dropdown as an option for selection. All of these cards are set to None by default.
App Action Card
Start a Workflow Card
Form Fill Card
Send an Email Card
Placeholder Card
Transfer Card
Use on AI Agent Card
When using the AI Agent Card in your Guided Conversations, you have the ability to define the instructions for how to classify the agent interaction using these same Resolution Types & Subtypes. The key difference is that you can define instructions for multiple resolution types and subtypes - giving the agent the ability to assign the appropriate classification based off of your instructions.
In this experience, you can add as many Resolution Type & Subtype instructions as are applicable to your flow, each with their own unique description and instruction set.
Impacts on Analytics
Setting resolution types on a specific card or cards in your guided conversations will provide you with additional insights in our reporting. By specifying the resolution type, we are able to provide you with insights for escalation rates, conversion rates, and even a more accurate representation of deflection rates.
Without setting specific resolution types within your conversations, you will miss out on some important insights into how users interact with your guided conversations.