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Analytics

Overview​

Analytics help you answer questions such as:

  • What was the number of conversations/users per week during the last month?
  • How often do customers need to speak to a live agent?
  • Which days had the largest or smallest numbers of conversations in the last month?
  • What time of day do most users contact my business?
  • How fast do my live agents reply to the users?
  • Are the users satisfied with the AI agent? What ratings do they leave?
  • Are there questions that the assistant is not trained to answer?

The Overview page summarizes interactions between users and your AI agent. For a selected time period, view traffic, average AI agent CSAT score, and containment. The page also shows the percentage of meaningful conversations, and AI agent and human agent activity over time.

Use filters to narrow by date, environment, AI agent, or channel. Exclude test conversations or filter by minimum message count.

Meaningful conversations​

A conversation is meaningful if either of the following is true:

  • A knowledge base answered the user at least once.
  • The AI agent sent at least two responses, and the conversation is still covered and contained. So no response came from the Unknown flow, and no handover to a human agent took place. A welcome message counts as a response.

When a conversation becomes meaningful, it stays meaningful.

note

A test conversation is never meaningful. Conversations in the test panel of the console are test conversations.

The following tabs show examples of meaningful and non-meaningful conversations.

Examples of non-meaningful conversations​

--- Conversation Start ---

User: Hi
Assistant: Hi, how can I assist you?

--- Conversation End ---

This is classified as a non-meaningful conversation, since it contains only one user message.

Examples of meaningful conversations​

--- Conversation Start ---

User: Hi
Assistant: Hi, how can I help you?
User: What payment methods do you support?
Assistant: We support Visa, MasterCard and PayPal.

--- Conversation End ---

This is classified as a meaningful conversation, since, after the user's first message, there is a covered and contained response.

GenAI and workflow conversations​

On the Overview page, the Meaningful conversations card splits its total into two rows: Workflow conversations and GenAI conversations. Each meaningful conversation counts in one row only, so the two rows add up to the number of meaningful conversations.

  • GenAI conversations: Meaningful conversations where a knowledge base answered the user, or where the Authentication Agent took part.
  • Workflow conversations: All other meaningful conversations, for example, conversations that triggered a workflow.

Non-meaningful conversations count in neither row. This rule applies also to conversations that the Authentication Agent handled.

The Meaningful conversations card with the Workflow conversations and GenAI conversations counts.The Meaningful conversations card with the Workflow conversations and GenAI conversations counts.
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