Automate Overview Impact sectionUpdated 6 months ago

This part of the Automate Overview report highlights the efficiency of Gorgias' automated solutions in providing quick and satisfactory responses to customers and displays the return on investment.

Automation rate

Considers the number of automated interactions as a % of your total customer interactions - it tells you what proportion of your entire CX operation has been automated.

Here's an example:

With the automation rate, we include a global Gorgias benchmark for the average Gorgias merchant and the top 10% of merchants.

Automated interactions

Considers the number of automated interactions for the selected date period.

Cost saved

Takes into account what would've been the cost of resolving your interactions if they had been resolved by a human, instead of a machine - it helps you answer how much you're saving by using Automate.

We compute this using the difference between:

• Interaction cost if handled by a human - helpdesk ticket cost (depends on your plan) + agent time cost per ticket (based on your input in My Automate page).
• Interaction cost if handled by Automate - Automate interaction cost (depends on your plan).

Overall time saved by agents

This metric shows you how much time has Automate saved for your team, which allowed them to focus on more complex tasks. It is calculated by multiplying the number of your automated interactions with the average Ticket handle time.

Ticket handle time shows how much time agents typically spend working on tickets. This is calculated by checking their online time and dividing it by the number of tickets. You can find these metrics in your Support Performance Overview and Agent Performance reports.

Decrease in resolution time

The resolution time is based on tickets handled by an agent, but what if you also factored in interactions handled by Automate? This metric helps you answer how much faster your team can resolve interactions by using Automate.

The resolution time for automated interactions is 0. We first determine your average resolution time considering both tickets AND automated interactions.

The decrease in resolution time is the difference between your average resolution time for tickets only and your average resolution time considering both tickets & automated interactions.

Here's an example:

Decrease in first response time

Follows the same principle as the decrease in resolution time metric, just using the first response time instead of resolution time - it helps you answer how much faster your customers get a first response by using Automate.

The first response time for automated interactions is 0. We first determine your average first response time considering both tickets AND automated interactions.

The decrease in response time is the difference between your average first response time for tickets only and your average first response time considering both tickets & automated interactions.

Here's an example: