Voices and the Dashboard: Capturing and analyzing user intent
You can use voices on the Dashboard to identify interesting insights and trends.
The Dashboard displays voice clusters and voices as tiles. See What are voices? to learn more about voices and how they are organized in Bold360 AI.
Using Dashboard Tabs
The following tabs are available on the Dashboard:
Top Trending | Displays the most popular voices and clusters for the selected period. |
Unresolved | Shows voices and clusters for which no answer was presented or selected, or which received negative feedback. |
Unanswered | Displays voices and clusters for which no answer was presented or selected. |
Channeled | Shows voices and clusters that ended with the user choosing an escalation channel. |
Completed | Displays voices and clusters where an answer was offered to the user and they did not give negative feedback, or where multiple answers were presented to the user, they chose one and did not give negative feedback. |
Muted | Shows voices that have been muted to reduce noise on the Dashboard. |
Feedback | Displays voices that received feedback. Feedback can be text or icon clicks, for example, thumbs up or down. |
Colors and Tile Size
Size represents a tile's popularity: The bigger the tile, the more popular the voice or cluster.
Colors represent user sentiment for a cluster or voice for the selected time period.
Red |
Indicates negative sentiment as per the account health threshold settings:
For clusters, it means that
|
Blue | Indicates positive sentiment as per the account health threshold settings. An answer was presented to the user. |
Green | Indicates that the amount of positive feedback is above the account health threshold. |
Grey | Shows voices that have been muted. |
See What are account health settings? for more information about account health threshold settings.