Measuring what MAYA resolves on its own

Open MAYA then Autonomous resolution. A conversation is only judged after 72 hours without a message; before that, it is ongoing.

It is autonomous if the customer wrote, the agent replied and no person wrote or took over, with no escalation. Otherwise it counts as with a person, and as unanswered if nobody replied.

The rate divides autonomous conversations by all judged conversations, unanswered ones included: a silent agent cannot show one hundred percent. With no judged conversation, the rate is not shown; zero means real failures.

Two measures are added, off to start with in Réglages de l’autonomie (autonomy settings): the customer’s rating after a conversation (a score from 1 to 5, asked within the channel window), and a grading of reply quality, which costs one model call per graded conversation.