What do I see on the Interactions History Dashboard?

The Interactions History Dashboard shows the total number of interactions, interaction-related metrics, and offers a detailed view on individual interactions for the last 12 months.

Note: The Interactions History Dashboard is in beta. Contact your Customer Success Manager for more information.

With this dashboard you can gain insights into the following:

  • Total number of interactions
  • Interaction self-service score
  • Interactions trend
  • Interactions type trend
  • Other details about interactions such as the amount of channeled interactions, interactions with negative feedback and more

You can do the following with the data on this dashboard:

  • Change the time interval to see a subset of the data
  • Select specific knowledge bases to see data for that knowledge base
  • Create bookmarks with the filters you set
  • View the individual widgets or the Interactions summary table in full screen
  • Download the content of the dashboard, the individual widgets, or the Interactions Summary table to pdf
  • Hide columns and use drag-and-drop to change the order of columns in the Interactions Summary table
  • Select a number or a percentage in a cell in the Interactions summary table to see the details of the user?s journey for each interaction

What is an interaction?

An interaction represents a user?s attempt to receive information or issue a request as it relates to a specific topic and includes all follow-up actions around the information retrieved. There are two types of interactions: AI-centric interactions and human-assisted interactions.

In an AI-centric interaction, a search event represents the start of an interaction and any follow-up events such as channeling, feedback and conversation events are included up to a period of 24 hours. An interaction conveys the treatment of a specific user need or intent, therefore it will include any piece of follow-up information that is needed to respond to the user's request.

A human-assisted or agent-facing interaction is comprised of one or more end user utterances and the agent?s response or responses.

Important: A follow-up event generated outside the 24-hour period will generate a new engagement, and will not be included in the previous interaction. It will count as an individual event. The first agent message without a prior visitor message, such as a welcome message, doesn't create a new interaction.

What do the Interaction Trend and Interaction Type Trend charts show?

The Interaction Trend chart shows the total number of engagements per month as well as the deflection rate and the self-service score.

The Interaction Type Trend chart shows the number of AI-only engagements and the engagements that include both AI and agent live chat events.

What is the interaction self-service score and how is it calculated?

The interaction self-service score indicates whether the user was able to find a response to a specific request. It is calculated by dividing the number of interactions without negative signals with the total number of interactions.

An interaction is self-served if it meets the following criteria:

  • It doesn't include a channeling event
  • It doesn't include negative feedback
  • The bot was able to answer at least one user question

What data does the Interactions Summary table contain and how are they calculated?

The Interactions Summary table shows the following pieces of information about engagements:

  • Interactions: total number of interactions for the knowledge base
  • Bot interactions: total number of AI-only interactions for the knowledge base
  • Channeled: percentage of interactions that contain at least one channeling event like chat, ticket, or phone.
  • Channeled to agent: percentage of interactions that are channeled to an agent.
  • Agent only: percentage of interactions that include agent live chat only.
  • Self-service score: the percentage of interactions without negative signals divided by the total amount of interactions.

What time interval is used on this dashboard?

Interaction data for the last 12 months is available on this dashboard. The exact time interval is displayed under the Interactions Summary table. You can look at subsets of the data within this time interval by using the Date filter. By default, the dashboard displays engagement data for the last seven days.

How often is the data updated?

The data on this dashboard is updated one a day. The last update time is displayed at the top, above the Interaction trend widget.