What do I see on the Engagements History Dashboard?

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

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

By reviewing experiences that share an outcome, for example, channeled engagements, you may gain insights into how to further drive optimization.

With this dashboard you can gain insights into the following:

  • Total number of engagements
  • Engagement self-service score
  • Deflection rate
  • Engagement trend
  • Engagement type trend
  • Customer effort score
  • Other details about engagements such as the amount of channeled engagements, engagements 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 Engagements Summary table in full screen
  • Download the content of the dashboard, the individual widgets, or the Engagements Summary table to pdf
  • Hide columns and use drag-and-drop to change the order of columns in the Engagements Summary table
  • Select a number or a percentage in a cell in the Engagements Summary table to see the details of the user's journey for each engagement

What is an engagement?

An engagement is a collection of end user events with the bot, with a live agent or both where the longest interruption between two events is no longer than 30 minutes.

An engagement is a user's visit in which a Digital DX capability was used at least once. An engagement may include a variety of events incorporating both AI and Agent events. Such events can be typing a question, selecting an article, messaging with a live agent, or filling in a chat feedback form. An engagement ends after 30 minutes of idle time.

The engagement calculator service is continuously monitoring incoming raw events and determines if an event is part of an active engagement or belongs to a new one.

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

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

The Engagement 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 engagement self-service score and how is it calculated?

Engagement self-service score indicates whether the user was able to achieve their objective through self-service. It is calculated by dividing the number of engagements without negative signals with the total number of engagements.

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

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

The engagement self-service score is expected to be lower than the interaction self-service score. Both engagements and interactions are a certain type of event grouping, with different levels of granularity. In practice, each engagement includes one or more interactions. Therefore, a single negative signal for an interaction has higher impact on engagement self-service score than on interaction self-service score.

For example, if an engagement with five interactions receives a single negative signal, we get 0% engagement self-service score and 80% interaction self-service score.

What is the deflection rate and how is it calculated?

Deflection rate shows the extent to which automated and self-help resources satisfy service demand that would otherwise be handled by support staff. It is calculated by dividing engagements without channeling events with the total number of engagements and is shown as a percentage.

What is the customer effort score and how is it calculated?

Customer effort score shows the average number of interactions it takes to conclude an engagement. It is calculated by dividing the number of interactions with the number of engagements.

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

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

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

What time interval is used on this dashboard?

Engagement data for the last 12 months is available on this dashboard. The exact time interval is displayed under the Engagements 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 once a day. The last update time is displayed at the top, above the Engagement trend widget.