What do I see on the Interactions by Labels Dashboard?

The Interactions by Labels Dashboard provides an understanding of users? interactions by grouping them under the labels? hierarchies.

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

The information on this dashboard is organized by the label hierarchy and by article. If you use labels to indicate business areas like products, services, you can find this dashboard useful to gain insight to users? experience as they relate to the different business areas. See Knowledge Base Labels to learn more about labels.

With this dashboard you can gain insights into the following:

  • Labels with the most interactions
  • Labels with the most channeled interactions
  • Labels with the most positive feedback
  • Labels with the most negative feedback
  • Other details on an article level such as the number of interactions, the number of resolved, unresolved and channeled interactions and the number of interactions with positive or negative feedback

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

  • See data for specific labels using the Label filter
  • 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 Label Summary table in full screen
  • Download the content of the dashboard, the individual widgets, or the Label Summary table to pdf
  • Hide columns and use drag-and-drop to change the order of columns in the Label Summary table

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

The Label Summary table contains all the articles grouped by knowledge base and top 3 level of label hierarchy.

The Label Summary table shows the following pieces of information about articles:

  • Number of Interactions: number of interactions in the given knowledge base and article title.
  • Resolved: the number of interactions that are free from negative signals. Negative signals include:
    • Interactions that were not answered
    • Interactions that contain negative feedback
    • If multiple answers were provided by the bot but none got selected
  • Unresolved: the number of interactions that contain at least one negative signal
  • Channeled: the number of interactions that contain at least one channeling event like chat, ticket, or phone
  • Positive feedback: the number of interactions that contain at least one positive feedback event
  • Negative feedback: the number of interactions that contain at least one negative feedback event

What time interval is used on this dashboard?

Interaction data for the current month and the previous three months is available on this dashboard. The exact time interval is displayed under the Label 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 Label filter.