Components installed with Conversation Insights

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • Installation of the Conversation Insights application also installs the Conversation Insights [sn_aci_insights] table.

    Tables installed with Conversation Insights

    The installation of Conversation Insights installs the Conversation Insights [sn_aci_insights] table. The data retention period for the Conversation Insights table is two years.

    Tableau 1. Conversation Insights table
    Column Description
    Human Agent CSAT Estimated Inferred customer satisfaction (CSAT) score based on the human agent's responses. The value range is 1–5 with 1 meaning that the user is extremely dissatisfied and 5 meaning that the user is extremely satisfied with the interaction.
    Effort Score A score of time and energy that the user had to put in during the interaction. The values are on a 3-point scale of low, medium, and high.
    AI agent CSAT Estimated CSAT score based on the AI agent's responses. The value range is 1–5 with 1 meaning that the user is extremely dissatisfied and 5 meaning that the user is extremely satisfied with the interaction.
    Frustration Estimated CSAT score that indicates whether the user expressed frustration during the interaction. The values are Yes or No.
    Empathy Estimated CSAT score that indicates empathy shown toward the user during the interaction. The values are on a 3-point scale of low, medium, and high.
    Session CSAT Estimated CSAT score calculated based on the overall session interactions of a user. The value range is 1–5 with 1 meaning that the user is extremely dissatisfied and 5 meaning that the user is extremely satisfied with the interaction.
    Next Steps Estimated CSAT score that indicates whether the agent recapped the outcome and provided clear instructions on what the user should do next. The values are on a 3-point scale of low, medium, and high.
    CSAT processed Boolean flag indicating whether CSAT data has been processed for the interaction record.
    Transfer and Escalation Estimated CSAT score that indicates whether the conversation was transferred or escalated to a human agent. The values are Yes or No.
    Closed At Timestamp showing when the conversation was closed.
    Conversation Refers to the associated conversation record in the Conversation [sys_cs_conversation] table.
    Resolved Estimated CSAT score that indicates whether the issue was resolved. The values are Yes or No.
    Confusion Estimated CSAT score that indicates whether the user expressed confusion or the agent didn’t understand the user's intent. The values are Yes or No.