Engagement Dashboard¶
The Engagement Dashboard is focused on customer interactions in conversations. Engagement performance of your Agent is visualized in the following charts:
Charts display data based on the global filter settings.
Indicators¶
The Indicator charts presents real-time data that refreshes every 30 seconds.
Goals reached¶
Indicates the total number of completed goals.
Source table:
| StartedAt | Sessions | Goals | Goals reached |
| ---------- | ----------- | ------------------------ | ------------- |
| 2022/01/01 | session-123 | "Goal A, Goal B, Goal D" | 3 |
| 2022/01/01 | session-456 | "Goal B, Goal C, Goal E" | 3 |
| 2022/01/03 | session-789 | "Goal B, Goal E" | 2 |
| 2022/01/03 | session-abc | "Goal B" | 1 |
| 2022/01/05 | session-def | "Goal A, Goal B" | 2 |
Result: 11
Avg. Session length¶
Indicates how long the average session lasted.
Session length is the time difference between the timestamp of the first user input and the last user input.
The Average session length is the mean of all session lengths within the specified time frame in your Insights filter.
Source table:
| StartedAt | EndedAt | Sessions |
| ------------------- | ------------------- | ----------- |
| 2022/01/01 12:15 00 | 2022/01/01 12:18 00 | session-123 |
| 2022/01/01 14:00 00 | 2022/01/01 15:00 00 | session-456 |
| 2022/01/03 09:05 30 | 2022/01/03 09:15 30 | session-789 |
| 2022/01/03 11:30 00 | 2022/01/03 11:44 00 | session-abc |
| 2022/01/05 06:10 00 | 2022/01/05 06:20 00 | session-def |
Calculation:
- Length for a particular session
Max(timestamp) - Min(timestamp). Length of all sessions / total number of sessions.
Example:
- Total Length =
3 minutes + 1 hour + 10 minutes + 14 minutes + 10 minutes = 1 hour 37 minutes - Average Session Length =
1 hour 37 minutes / 5 = 19 minutes and 24 seconds
Result: 00:19:24
Positive Ratings¶
Indicates the total number of Positive Ratings given as feedback by the end user.
Source table:
| Sessions | Positive Rating | Negative Rating | Rated Sessions |
| ----------- | --------------- | --------------- | -------------- |
| session-123 | 1 | 0 | 1 |
| session-456 | 0 | 1 | 1 |
| session-789 | 0 | 0 | 0 |
| session-abc | 1 | 0 | 1 |
| session-def | 1 | 0 | 1 |
| ---------------------------------------------------------------- |
| TOTAL | 3 | 1 | 4 |
Result: 3
Containment Rate¶
Indicates the ratio of sessions without any handover to all sessions.
Source table:
| Session ID | Handovers | Handover Sessions | Sessions |
| ----------- | ----------| ----------------- | -------- |
| session-123 | 3 | 1 | 1 |
| session-456 | 0 | 0 | 1 |
| session-789 | 0 | 0 | 1 |
| session-abc | 2 | 1 | 1 |
| session-def | 1 | 1 | 1 |
| ------------------------------------------------------ |
| TOTAL | 6 | 3 | 5 |
Formula:
-
Containment Rate =
1 - (Handover included Sessions)/(Total Sessions). -
Percentage
Containment Rate * 100%.
Result: 40%
Heat maps¶
Handovers by time of the day¶
Indicates the number of times a human Agent was contacted. Multiple handovers may occur during a session.
Source table:
| DateTime | Handover |
| --------------- | ---------- |
| 01/8/2023 16:00 | 0 |
| 01/8/2023 17:00 | 0 |
| 01/9/2023 00:00 | 0 |
| 1/11/2023 15:00 | 0 |
| 1/15/2023 18:00 | 0 |
| 1/16/2023 21:00 | 0 |
| 1/17/2023 11:00 | 0 |
| 1/18/2023 06:00 | 1 |
| 1/18/2023 21:00 | 1 |
| 1/19/2023 00:00 | 2 |
| 1/19/2023 10:00 | 1 |
| 1/23/2023 13:00 | 0 |
| 1/24/2023 23:00 | 0 |
Result:
Bar charts¶
Top Goals¶
Indicates the top-rated number of goals reached.
By clicking 
,
you can select Go to Step Explorer,
which leads you to the Step Explorer in Insights.
Source table:
| Sessions | Goals |
| ----------- | ---------------------- |
| session-123 | Goal A, Goal B, Goal D |
| session-456 | Goal B, Goal C, Goal E |
| session-789 | Goal A, Goal B, Goal E |
| session-abc | Goal A |
| session-def | Goal, Goal A |
| session-ghi | Goal, Goal A |
Result:
Containment Rate¶
Indicates the percentage of sessions without any handover during the timeline.
Source table:
| Date | Containment Rate | Total Sessions | Handover included Sessions |
| --------- | --------------- | -------------- | -------------------------- |
| 3/1/2023 | 87.5 | 40 | 35 |
| 3/2/2023 | 82.60869565 | 46 | 38 |
| 3/3/2023 | 96.77419355 | 62 | 60 |
| 3/6/2023 | 92.5 | 40 | 37 |
| 3/7/2023 | 100 | 58 | 58 |
| 3/8/2023 | 100 | 92 | 92 |
| 3/10/2023 | 100 | 10 | 10 |
Formula:
-
Containment Rate =
1 - (Handover included Sessions)/(Total Sessions). -
Percentage
Containment Rate * 100%.
Example for the 3/1/2023: (35/40)* 100% = 87.5%
Result:
Line charts¶
Handovers in Time¶
Indicates the number of times a human Agent was contacted. Multiple escalations may occur during a session.
Indicates how often a Live Agent was called displayed on a timeline scale depending on the time frame filter setting.
By clicking ,
you can select Go to Step Explorer,
which leads you to the Step Explorer in Insights.
Source table:
| DateTime | Handovers per day |
|------------|-------------------|
| 4/11/2023 | 3 |
| 4/12/2023 | 0 |
| 4/13/2023 | 24 |
| 4/14/2023 | 8 |
| 4/17/2023 | 17 |
| 4/18/2023 | 12 |
| 4/20/2023 | 5 |
| 4/21/2023 | 5 |
Result:
Positive Ratings over Time¶
Indicates the total number of Positive Ratings given as feedback by the end user.
Source table:
| Date (weeks) | Positive | Negative | Number of Ratings |
| ------------ | -------- | -------- | ----------------- |
| 2023-W01 | 1 | 0 | 1 |
| 2023-W04 | 1 | 0 | 1 |
| 2023-W05 | 2 | 0 | 2 |
Result:
Unique Contacts¶
Indicates the number of unique contacts (userid) on a timescale. If the user creates more than one session in a single day, it will be counted as one unique contact for that day.
Source table:
| Date | Contacts |
| --------- | -------- |
| 1/16/2023 | 1 |
| 1/17/2023 | 8 |
| 1/18/2023 | 15 |
| 1/19/2023 | 6 |
| 1/20/2023 | 18 |
Result:
Download Report¶
To download a report as a CSV file for the chart,
click in the upper-right corner of the chart.
To create a report file, refer to the Download Report article.