Use the Topic Details page in the Conversational Analytics dashboard to view key performance indicators of Virtual Agent (VA) topics.

Get additional information about the topics

Select a topic from the drop-down to view the indicators associated with the topic.

Virtual Agent Analytics Dashboard topic details sub-tab.

The Topic Details page provides the following indicators.
  • Topic Usage—The number of times the topic was used each day.
  • Topic completion—Number of times the user went to the final node in the topic.
  • Live Agent Transfer—Number of VA chats transferred to a live agent.
  • Last Visited Node—Last nodes users visited before leaving the chat.

    The presumption is the users gave up after the last node they visited.

  • NLU Prediction—NLU prediction stats for the selected topic.
  • Topic block breakdown—Execution count of the selected topic block in different topics. Use this indicator to view which topic block is executed the most across topics.