Once a virtual assistant (VA) is published then, there will be n-number of users who will be interacting with it. In such scenarios it becomes essential to monitor the performance of the dashboard so that it could be improved over a period of time.
To understand the performance of a virtual assistant, a VA designer needs insights of how many intents were identified, how many tasks were successfully completed using the virtual assistant, how many services or scripts failed during the interactions etc. You can use the Performance dashboard to get all the insights related to performance of a virtual assistant. These insights will help a VA designer to improve the performance of the virtual assistant by making necessary changes to it.
Note:
- Performance Dashboard is only available post 9.2 release, i.e post-April 09, 2022.
- Usage Metrics and Containment Metrics will be deprecated in future releases.
To navigate to the Performance Dashboard you need to click on Analyze tab on the top menu and click on Performance Dashboard as shown in the figure below:
Performance Dashboard Metrics
The Performance Dashboard provides insights to understand the virtual assistant’s NLP performance and integration metrics.
The Performance Dashboard is categorized into four categories to identify how a virtual assistant performs. These categories are mentioned below:
Intent Identification Rate
This section of the dashboard provides the information of the number of intents that were classified and unclassified. An intent refers to the goal the customer has in mind when typing in a question or comment. While entity refers to the modifier the customer uses to describe an issue, intent is “What they really mean”. To know more about intents refer here
Below are the widgets that are used to provide insights:
| Metric | Description |
| Intent Identification Rate | A scorecard which displays the percentage and the number of intents that were identified in a duration. It also displays the percentage increase or decrease in identifying intents from the last selected period. |
| Intent Identification Trend | A line chart that displays the total number of intents that were classified by the virtual assistant versus the total number of intents that were unclassified by the virtual assistant over a period of time. |
| Popular Intents |
Displays a table with data insights on the number of times the virtual assistant identified the given intent from the user utterances in active and closed conversations. The following fields are displayed:
Note: Clicking an intent name row displays a drill-down view of the relevant utterances, channel, user ID, Date & Time, and chat history. |
| Popular Unidentified Utterances | A table that displays the number of utterances that did not identify an intent. The utterances are grouped by their similarity. |
Goal Completion Rate
The goal completion metrics provide insights as to how many tasks were completed in a period of time by a virtual assistant. This metrics shows all types of tasks which includes the completed tasks, abandoned tasks, incomplete tasks and failed tasks.
Listed below are the widgets that could help in providing information about these details:
| Metric | Description |
| Goal Completion Rate | A scorecard which displays the percentage and the number of task executions that were successfully completed in a duration. It also displays the percentage increase or decrease in completing tasks from the last selected period. |
| Goal Completion Trend | A line chart that plots the successful and failed task executions over a period of time. |
| Task Performance | A table that provides insights of the number of successful and failed task executions per task for a selected duration. |
| Failure Point Analysis | A table that displays the number of times a task has failed at various nodes. |
API Execution Rate
This section of the dashboard provides the information of the number of APIs that were successfully executed and failed. While configuring a dialog task often there are needs to use a Service node that is used to make REST or SOAP requests to a third party web-services. To know more about service nodes refer here.
Below are the widgets that are used to provide information about API performance:
| Metric | Description |
| API Performance Rate | A scorecard which displays the percentage and the number of service calls that were executed successfully. It also displays the percentage increase or decrease of APIs that were executed successfully from the last selected period. |
| Service Execution Trend | A line chart that plots the trend of successful and failed service execution over a period of time. |
| Service Performance | A table that displays the number of times a service node is executed, their status, and the average response time of executing the API. |
Script Execution Rate
This section of the dashboard provides the information of the number of Scripts that were successfully executed and failed. A Script allows you to write JavaScript code in a dialog task. To know more about script nodes please refer here.
Below are the widgets that are used to provide information about Script performance.
| Metric | Description |
| Script Performance Rate | A scorecard which displays the percentage and the number of scripts that were executed successfully. It also displays the percentage increase or decrease of Scripts that were executed successfully from the last selected period. |
| Script Execution Trend | A line chart that plots the trend of successful and failed script execution over a period of time. |
| Script Performance | A table that displays the number of times a script node is executed, their status, and the average response time executing the script. |
Filter Criteria
The Performance Analytics Dashboard data can be viewed based on specific filter criteria that can be selected. Learn more.