Overview: Analyze Your Agentic AI's Performance and CSAT

The Overview report gives admins a look into the performance of your Agentic AI (virtual agent), including the number of sessions and CSAT. Based on the selected Agent, Location, and Date Range, you will see the below-mentioned details.

The details of what each parameter indicates are as follows:

  1. Total Sessions

    The number of bot sessions in which your Agentic AI was launched at least once. A user can converse with your Agentic AI multiple times in a session without increasing the Total Sessions count. The count increases only when user lands on the page, where SUVA Agentic AI is installed, and interacts with it before the session expires.

  2. Total Conversations

    The number of conversations in which a user interacted with Agentic AI interface. The number could be higher/lower than the total sessions as some sessions could be without any conversation and others would have more than one conversations during one session.

  3. Deflected Conversations

    All conversations in which users interacted with the Agentic AI interface are considered deflected, except for those that received negative feedback from users.

  4. Avg. (Average) Response Time

    It shows the average time that your Agentic AI interface took to respond to user queries.

Scrolling down shows three more sections; Conversation Volumes and CSAT.

  1. Conversation Volumes

    It shows a line graph with the number of conversation on the Y axis and the dates on the X axis. Deflected Conversations is shown when you hover on a date on the graph. Deflected Conversations are calculated based on the following formula:

    Deflected

  2. CSAT

    It shows a line graph with the number of sessions on the Y axis and the dates on the X axis. A color line shows the CSAT percentage of successful sessions. It is measured based on the following formula:

    CSAT

Download and Email Reports

You can download the Conversation Volumes and CSAT reports or send them as email to your inbox. The email is sent to the email you used to log into the SUVA admin panel.

Last updated: Thursday, February 13, 2025