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Engagement

Engagement Dashboard

The Engagement Dashboard is focused on customer reactions in conversations. Data analytics of your Agent is visualized in graphs (line charts, bar charts, pie charts, tiled reports - all with labels and tooltips).

Engagement dashboard

The currently displayed dashboard can be seen next to the agent in the top left of the screen.

Note

All data displayed in the charts relate to the global filter settings. You can configure global filter settings as described here: Global filter.

Engagement dashboard details
Graph title Description
Goals reached Indication of reached goals (the report is arranged in a tile).
Avg. Conversation length Average call duration (the report is arranged in a tile).
Positive Ratings Number based on positiv feedback ratings is displayed in a tiled report.
Clicking on the three dots menu item you can:
- select the "Go to Intent Trainer" option that leads you to Cognigy:AI
- select the Go to Transcript Explorer option that leads you to the Insights application.
Max. Conversation length The maximum duration of conversations. (the report is arranged in a tile).
Live Agents escalations Indicates how often a Live Agent was called displayed on a timeline scale depending on the "Timeframe" filter setting.
Clicking on the three dots menu item you can select the "Go to Step Explorer" that leads you to the application in Cognigy.AI to improve your Agent.
Top Goals Top-rated numbers of goals in a bar chart display.
Clicking on the three dots menu item you can select the "Go to Step Explorer" that leads you to the application in Cognigy.AI to improve your Agent.
Positive Ratings over time Same as described in "Positive Ratings" but data is displayed as a line chart over a timescale.
The three dots menu item you can:
- select the "Go to Step Explorer" option that leads you to the Insights application.
- select the Go to Transcript Explorer option that leads you to the Insights application.
Contacts The number of contacts on a timeline scale displayed as line chart.
Note

The on top of the dashboard placed blue tiles show currently valid data in a "live" mode. That means that data will be refreshed every 30 seconds to be updated.

Download Report

Every widget on the Insights dashboard provides a 'Download report as .csv file' item in a dropdown menu. To create a report file follow instructions here: Download Report

More information

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