Virtual Agent Analytics Overview: Intents

What do your users actually want? The fastest way to find an answer is to consult the Intents report in Virtual Agent > Edit > Analytics > Overview. It lists the most frequently consulted intents in the left panel and the utterances that triggered them in the right panel. Each panel also showcases the number an intent or utterance has been used.

The left panel has two columns: Intent Name and #Time Used. The first column is a list of the intents sorted by popularity. The most used intent is at the top. The number of times an intent is used is in the column #Time Used. The column is sortable.

The right panel has two columns the first of which is Utterances. The first column is a list of utterances that triggered the highlighted intent in the left panel. By default the top intent is highlighted. But you can click another intent in the left panel to view a different set of utterances. The next image shows the utterances based on the first two intents.

The #Time Used column indicates how many times a particular utterance has been entered.

Filter Intents Report

The Intents report can be filtered based on Date Range and Select Languages filters.

Download Intents Report

Click on the top right to download the report.

The report is downloaded as zipped Analyitcs_Intents_and_Utterances.csv.