Definitions for some of the metrics found in the Conversational Analytics Dashboard.
Conversations (#)
Number of conversations started by a user that went past the greeting (ran a topic/topic discovery).
- Conversations where a user sees the greeting but does not interact with the Virtual Agent further are not counted ('ignored').
VA Success (%)
(A conversation is 'completed' && Is not transferred to live agent && Survey feedback result is good, neutral, or NA) [divided by] Conversations
- A conversation is 'completed' when 1) user reaches "Anything Else?" = "no" and the conversation ends, 2) user reaches "Anything Else?" at the end of a topic, but doesn't respond further, 3) the user manually closes the conversation.
- Formula (read-only) can be found in the Formula Override table > "VA Success" record.
Topic Flows Completed (%)
All topics completed to the last node [divided by] All topics started.
Conversation End States - found in Conversations tab and Topics > Categories tab.
- Agent Closed LA - Clicked End/X - In a live agent conversation, the agent clicked X to end the conversation.
- System Closed VA - Auto Closed - User completed the conversation after clicking “No” for Anything Else and answering any feedback surveys.
- System Closed VA - User No Response - User abandoned the conversation post-greeting after a topic is run/topic discovery is run.
- System Closed VA - Topic Complete - User completes a conversation by reaching the end of a topic, but does not reach or respond to Anything Else or fill out a survey.
- System Closed VA – User never engaged – User abandoned the conversation at the greeting.
- System Closed VA – Left with AI search – User receives AI Search results in a conversation but does not finish the conversation.
- System Closed LA - Before Agent Engagement – User abandoned before an agent could be connected to the user.
- System Closed LA – User no response – User started a chat with live agent but abandons the conversation
- System Closed LA – Chat Complete – (Removed after Quebec release, similar to above “User no response”.)
- User Closed VA - Clicked End/X - User clicked the X button on the Virtual Agent in the middle of a conversation after the greeting.
- User closed LA – Before Agent Engagement – User requested live agent but closes conversation before connecting to an agent.
- User closed LA – Clicked End/X – User started a chat with live agent but closed the chat by clicking X.
Conversations tab data is retained for 90 days. Metric data (almost everything else) is stored for 2 years.
