Analytics

Moveo provides very insightful analytics, designed to help answer questions like the following:

  • What was the number of conversations/users per week during the last month?
  • How often do customers need to speak to a human 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 human agents reply to the users?
  • Are the users satisfied with the virtual assistant? What ratings do they leave?
  • Are there questions that the assistant is not trained to answer?

You can use the Overview page to get a summary of the interactions between users and your assistant. You can view the amount of traffic for a selected time period, the percentage of meaningful conversations, as well as the most used environments and brains. Using the filters provided, you can also experiment between different dates, environments and brains. You can also filter out test or preview conversations, select communication channels or conversations with less than a selected number of messages.

Meaningful conversations

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

  • LLM meaningful: The conversation has at least one covered LLM response.
  • Brain meaningful: After the user's first message, a brain has at least one covered and contained response.

Essentially, a session is called meaningful when the assistant has successfully replied at least once after the user's first message. A successful response is one that does not originate from the Unknown flow of the assistant.

note

Conversations in preview environments are considered non-meaningful.

Below are some 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 just 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.

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