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Understand your most and least successful actions

Understand your most and least successful actions

This feature is currently not available in the AI assistant builder of IBM watsonx Orchestrate.

The Action completion page of watsonx Assistant provides an overview of how all your assistant's actions are doing. You can:

  • Understand how well users are progressing through the action steps
  • Identify problem areas within actions
  • Investigate why users are having issues where they might escalate to a live agent, start a new action, get stuck on a step, or stop the conversation

Definition of completion

Completion measures how often within a time period that a user reaches the end step of an action.

Reasons for completion

An action is considered complete when:

  • A final (end) step is reached
  • Search reached a final step
  • The action called another action with the End this action after the other action is completed option, and the other action is finished.
  • Connect to agent transfer occurs according to the step response and without involving the Fallback action
  • The last step of the action is finished and there are no more steps

Reasons for incompletion

An action is considered incomplete for these reasons:

Incompletion reasons
Reason Description
Escalated to agent The user explicitly asks to speak to someone, triggering the Fallback action. For more information, see When your customer asks to speak to a live agent. Or, the user chooses live agent escalation from the list of suggestions in web chat.
Started a new action The user changes the topic of the conversation, triggering another action, and either doesn't return to the original action or the other action is also incomplete.
Stuck on a step Triggered during step validation where a user exceeds the maximum retries for the particular step. Default tries is 3, but you can change this setting. For more information, see Customizing validation for a response.
Abandoned An action is considered abandoned if it was not completed after 1 hour of inactivity and doesn't meet the criteria for any other incompletion reason.
Trigger phrase During an action, the customer used a keyword or phrase that activated the Trigger word detected action, leaving the original action unfinished. For more information, see Detecting trigger words.

Improving completion

To help you identify actions that need improvement, the Action completion page is organized into a How often chart and an Actions table. The How often chart shows either the percentage of complete actions or the number of complete and incomplete actions during a time frame. You can toggle between a line chart that shows the percentage of complete actions or a bar chart that shows the number of complete and incomplete actions. The Actions table provides number of requests, total incomplete, and completion percentage per action.

Action completion

You can use the Actions table to focus on improving the completion of your actions. Incomplete results provide a focus area where you can make the biggest impact. The actions with the most incompletions are where most users can't get their questions answered or requests resolved.

To work on a specific action, click the action name in the table. A page opens with completion details for that single action.

Action page

The Incomplete and Complete tabs provide details by time frame. The Incomplete tab bar chart shows data for the four incompletion reasons. The Complete tab bar chart is organized by conversations that are either completed by the assistant or completed by a planned connect to agent response.

As you click each tab, a table shows the list of either incomplete or complete requests. To explore individual requests in detail, you can click each one. A window opens showing the full back and forth between your customer and the assistant, including step interactions. The window also provides a summary of how many requests there were, how many were recognized, whether search was initiated, and the duration of the conversation.

Request detail

Editing an action

When you decide on changes to improve the action, click the edit icon in the header for the single action, which opens your action for further work on its steps.

Edit action