The Engagements Dashboard shows the total number of engagements, engagement-related metrics, and offers a detailed view on individual engagements.
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:
You can do the following with the data on this dashboard:
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 Bold360 capability was used at least once. An engagement may include a variety of events incorporating both Bold360 AI and Bold360 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.
Proactive engagements are triggered by proactive strategies or campaigns. They are not initiated by the visitor or the agent.
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:
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.
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.
The Engagement Summary table shows the following pieces of information about engagements:
Engagement data for the current month and the previous three months is available on this dashboard. The exact time interval is displayed under the Engagement 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.
The data on this dashboard is updated one a day. The last update time is displayed at the top, above the Engagement trend widget.