What it is
Observatory is an app in the Maven App Directory that monitors an agent's conversation analytics. Install it on any agent in Agent Designer.
How it works
Observatory compares each hour, day, or week with comparable earlier periods, so Mondays are judged against Mondays and normal traffic rhythms aren't mistaken for problems. It charts conversations, resolution and escalation rates, handle time, CSAT, predicted NPS, action errors, and Intelligent Fields. Any chart can become an alert, checked hourly, and you can set fixed targets like a CSAT floor. It also forecasts up to two weeks ahead and writes a plain-language summary of what changed.
Use case
An action starts failing late on a Sunday. Observatory flags the drop against previous Sunday nights and posts to the team's Slack channel before anyone opens a dashboard on Monday.
See it on your own conversations.
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