What do I see on the Dashboard?
The dashboard gives you insights into customer activity.
Tip: Check out this video to learn more about the dashboard.
Let's look at the information shown in the upper section of the dashboard.
Tip: For info about the lower section of the dashboard, known as Voices, read this article: Voices and the Dashboard: Capturing and analyzing user intent.
| Engagements | An engagement is a visit in which a user interacts with a Bold360 AI touchpoint to get an answer. The following are examples of engagement:
An engagement may include one or more interactions. |
| Interactions | An interaction represents a user's attempt to gather information or perform an action. All follow-up actions around the same information are also interactions, which in turn add up to an engagement. For example, if it takes a visitor five questions to find the cheapest hotels in the area, those five questions translate to one engagement and five interactions. |
| Self-Service Score | Self-service score is the total number of interactions with no negative signals divided by the total number of interactions. Negative signals include the following:
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| Channeling Score | The channeling score provides insight into how your escalation channels are performing. When a user chooses to continue using chat, email or phone, the channeling score is affected. 
Note: The phone channeling score is also affected if a visitor chooses a button with phone number in an article. For more information see How do I define conversational flows?.
On the Channeling Score panel you can see the following numbers for each channel:
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