{"id":40359,"date":"2022-04-08T17:57:31","date_gmt":"2022-04-08T16:57:31","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=40359"},"modified":"2024-01-31T11:38:37","modified_gmt":"2024-01-31T11:38:37","slug":"conversations-dashboard","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/analyzing-your-bot\/conversations-dashboard\/","title":{"rendered":"Conversations Dashboard"},"content":{"rendered":"
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The Conversations Dashboard provides insights into how conversations are handled by your virtual assistant (VA). It shows how many conversations were successfully answered by the VA, how many were transferred to agents, and how many were incomplete. You can also view other metrics, such as the trend of conversation sessions, the conversation path analysis, the session distribution by channel, and the VA’s engagement grouped by self-service, drop-off, and agent transfer sessions.<\/p>\n

To view the Conversations Dashboard, click the Analyze<\/b> tab on the top menu and then click Conversations Dashboard<\/b> in the left navigation. Select appropriate filters on the dashboard and click Apply<\/b>.
\n\"Conversation<\/a><\/p>\n

Note:<\/b> The Conversations Dashboard is available only post 9.2 release, i.e. post April 09, 2022.<\/div>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<\/div><\/div><\/div><\/div><\/div><\/section>
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The Conversations Dashboard is organized into four categories based on the conversation behavior, explained below.<\/p>\n

Conversation Sessions<\/span><\/h2>\n

Conversation Sessions displays the total number of conversations between the virtual assistant and a user in a specific period of time. The session starts when a user sends a message and ends when the user indicates that the problem is solved, abandons the chat, or reaches the agent transfer node. For details on the metrics used in each widget\/category, see the Metrics Table<\/a> section in this document.
\n\"Conversation<\/a><\/p>\n

Self-service Rate<\/span><\/h2>\n

Self-service sessions refer to the conversations that the virtual assistant contains. The\u00a0Self-service Rate<\/strong> widget displays the percentage and total number of self-service conversations. It also shows the percentage increase or decrease in the self-service conversations from the last selected period. For example, if you select the past 24 hours’ data, the widget displays the percentage and total conversation sessions contained in the past 24 hours. Based on your selection, the widget can also display the rise or drop in the percentage of conversation sessions from the previous 24 hours. Any ongoing conversation is classified under Self-service conversation.<\/p>\n

If a dialog task reaches the\u00a0End Of Dialog\u00a0<\/em>node, the task is considered as completed and categorized as a self-service. There could be a scenario where a virtual assistant is configured with either a Welcome event or an On-Connect event, and there are multiple messages sent by the virtual assistant without any user interaction. In this case, the platform considers this task as contained and increases the self-service count. For details on the metrics used in each widget\/category, see the Metrics Table<\/a> section in this document.\"Self-service<\/a><\/p>\n

Drop-off Rate<\/span><\/h2>\n

A drop-off is a conversation session where the user abandons the conversation without completing the task. Below are a few scenarios where the conversations can lead to a drop-off:<\/p>\n