Once you have implemented a virtual assistant, it is imperative to be aware of the virtual assistant’s benefits and capabilities by constantly measuring its performance. This can only be done by knowing the key virtual assistant metrics, which is an important aspect and a decisive factor for the business requirement.

The Conversations Dashboard is one such dashboard under analytics that provides insights into the usage and containment of the conversation sessions. It focuses on whether the calls were successfully answered by the VA, landed with agents or were incomplete.You can view many other metrics like conversation sessions trend, conversation path analysis, session distribution by channel, VA’s engagement, etc with the breakup of self-service, drop-off, and agent transfer sessions.

To navigate to the Conversations Dashboard you need to click on Analyze tab on the top menu and click on Conversations Dashboard as shown in the figure below:

Note: 

• The Conversations Dashboard is only available post 9.2 release, i.e post-April 09, 2022.
• Usage Metrics and Containment Metrics will be deprecated in future releases.

The Conversations Dashboard is categorized into 4 categories based on the conversation behavior.

Conversation Session

Conversation Sessions displays the total number of conversations between the virtual assistant and an user in a specific period of time. The session starts when a user sends a message and ends when the user indicates that the problem is solved, abandons the chat, or reaches the agent transfer node. 

Self-service

Self-service sessions refer to the conversations that are contained by the virtual assistant. The Self-service rate widget displays the percentage and total number of self-service conversations. It also displays the percentage increase or decrease in the self-service conversations from the last selected period. For example: if the user selects past 24 hours data then the widget will display the percentage and total conversation sessions that have been contained in the past 24 hours. Based on your selection the widget will also display the rise or drop in percentage of conversation sessions from its previous 24 hours. 
Note:  Any ongoing conversation will be classified under Self-Service conversation. 
If a dialog task reaches the End Of Dialog node then the platform will consider it as task completion and will categorize it as a self-service. There could be a scenario where a virtual assistant is configured with either Welcome event or an On-Connect event and there are multiple messages sent by the virtual assistant without any user’s interaction. In this case the platform will consider this task to be contained and increase the self-service count.

Drop-off

A drop-off session refers to a conversation session where the user abandons the conversation without completing the task. Below are a few scenarios where the conversations can lead to a drop-off:

• An user left the conversation midway without completing any task.
• The task ended as a failure
• The last interaction/message resulted in an ‘intent not identified’ scenario
• No response from the assistant
• Live conversation when you abandon the assistant

This widget will display the percentage and the total number of drop-offs within a selected period. The widget will also display the percentage increase or decrease in the drop-off sessions from the last selected period.

Agent Transfer

There are conversations where the users are unable to fulfill the tasks using the virtual assistant and the session gets transferred to Human Agent to complete the task. The platform will consider a session to be an Agent Transfer session if the dialog reaches the agent transfer node. 
Note: Unblu and IVR channels don’t need any Agent Transfer node to transfer the conversation to Agents.

Metrics Table

Refer to this table for the list of widgets that are present across each categories in the Conversation Dashboard:

Filter Criteria

You can filter the data based on the following parameters.

• Date:  Filtering the data based on time period in the date filter will display all the conversation sessions that have started in the selected time period. The dashboard displays the data in the local timezone. By default, the dsahboard will display past 24 hours data. . By default it is set to GMT timezone. you can change it by selecting the appropriate zone.  Below are the filter criterias that could be applied as a date filter.
  • 24 Hours – Data aggregated during the immediately preceding 24 hours is displayed. This is the default setting. 
  • 7 Days – Data aggregated over the past seven days is displayed. The start date is from the day when you selected this filter. For example, If today’s Date is May-17-2022  then selecting the past 7 days will display the record between May-11-2022 to May-17-2022.
  • Custom – You can also choose a custom date range to filter the records. You need to choose the start date and end date in the calendar and click on the Select button to filter the records. You can select a maximum of 90 days duration as a filter.  Note: The date format is MMM-DD-YYYY
• Session Type: You can filter based on the Session Type.:
  • Interactive sessions – conversations that include one or more messages from the user
  • Non-interactive sessions – conversations that do not include any message from the userNote: The Developer Interactions are not included in the Session Type filter.Billing session is completely different from the Conversation Session. 
• Session Status: You can also filter by Session Status
  • Active Sessions:These are the ongoing conversations where the users are interacting with the virtual assistant.
  • Closed Sessions: These  are the conversations that are completed between the virtual assistant and the users.  To know when a session is considered as closed, click learn more.
• Tag Based: You can filter the dashboard using meta tags added at a message, user, or session level. Multiple tags can be selected under the filter criteria, an ‘and‘ condition will be applied across multiple fields selected for filtering. 

The following table gives the widget-wise applicability of meta tags on the dashboard.