Overview
Channels determine whether the agent can perform meaningful work while the user is away from the desk. They also determine whether the user can see progress, correct direction, approve outputs, and receive alerts.
Three operating metrics are useful:
- The amount of meaningful work completed while the user is away from the desk.
- The percentage of the workflow that Hermes completes automatically.
- Revenue per employee when Hermes is treated as part of a business team.
Without mobile and team channels, the first metric is constrained and the user has less visibility into the second. With channels, the agent can continue working, ask for clarification, deliver a dashboard, report a trade, or surface an urgent issue.