Overview: Take a Deep-dive into the Conversations and Intents

The Overview report gives admins a look into the number of conversations for which the Chatbot was consulted, and the numbers each intent was used. The report also involves four tiles; Total Sessions, Total Conversations, Successful Conversations, and Coverage.

Total Sessions

The number of search sessions in which SUVA is consulted at least once. A user can converse with SUVA multiple times in a session without increasing the Total Sessions count. Total Sessions increases only when user lands on a platform, where SearchUnify is installed and a user launches SUVA at least once before the search session expires.

Total Conversations

Each instance of launching SUVA is a conversation. A user can click the virtual agent icon to start a conversation and later close the chat window. Because a search session can host more than one conversations, total conversations can be more than total sessions.

Successful Conversations

The total number of conversations that meet the criteria for success as defined in Settings. For instance, you can define success as those conversations in which the end-user leaves a feedback. Or, you can define successful as those conversations in which the end-user doesn't create a case and doesn't ask to be connected to a live agent. All the criteria and their usage are mentioned in Settings: Measure the Success of a Virtual Agent (Chatbot).

Coverage

Coverage is the ratio of intents triggered to free utterances.

Coverage is intents triggered divided by free utterances.

A free utterance is a text input. Clicking on a link, selecting an option, or responding to a bot are all utterances but not free utterances. Only those utterances are free utterances in which a user inputs text that starts a new conversation and the bot looks for matching intents.

To Download the tiles data, click on the top right of the tiles section. The report is downloaded as a .csv file and is segmented into two columns.

There are two sections in the report: 1. Conversations and 2. Intents.

Last updatedTuesday, December 12, 2023

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