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Overview

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The Overview dashboard gives you a quick summary of important information about how customers are interacting with your virtual agent.

The summary of key metrics is represented in the following charts:

Charts display data based on the global filter settings.

Overview dashboard

Indicators

Active Contacts

Indicates the total number of currently active user sessions in the last 15 minutes. This widget updates in a regular interval of 30 seconds.

Total Sessions

Indicates the total number of sessions.

Understood Messages

Indicates the percentage of understood messages occurred during conversations.

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

Ring charts

Sessions by Channel

Indicates the total number of conversations displayed in a pie chart based on the channels used.

Source table:

| Sessions    | Channel          | Conversations   | Percentage     |
| ----------- | ---------------  | --------------- | -------------- |
| session-123 | Demo Webchat     |        14       |       46.67    |
| session-456 | Voice Gateway    |        12       |       40       |
| session-789 | Interaction Panel|        3        |       10       |
| session-abc | Webchat          |        1        |       3.33     |
| ----------------------------------------------------------------- |
| TOTAL       |                  |        30       |       100      |
Result:

Bar charts

Top Intents

Indicates the top-rated number of used intents, displayed in a horizontal bar chart. The chart showcases the top-rated number of intents used, with a maximum of 6 intents shown in the summary view and 25 in the detailed view. Whenever an intent is matched, it is recorded in the analytics data. The data is then grouped by the matched intent and sorted in descending order.

Source table:

|  Intent           | Total number  |
| ----------------- | ------------- |
| Flight discounts  |      12       |
| Book a flight     |      5        |
| Change a flight   |      5        |
| Additional fee    |      4        |
| Reject a flight   |      3        |
| Transfer flights  |      3        |

Result:

Users by Locale

Indicates time-related recognized conversations depending on different locales given in percentages.

Source table:

| Date       | Conversations   | Locales         | Percentage      |
| -----------| --------------- | --------------- | --------------- |
| 2023-08-27 | 0               |     -           |  -              |
| 2023-08-28 | 1               | "en-US"         | 100             |
| 2023-08-29 | 4               | "en-US"         | 100             |
| 2023-08-30 | 27              | "en-US"         | 100             |
| 2023-08-31 | 1               | "en-US"         | 100             |
| 2023-09-01 | 1               | "en-US"         | 100             |
| 2023-09-02 | 0               |     -           |  -              |
Result:

Top Goals

Indicates the top-rated number of goals reached.

By clicking vertical-ellipsis, 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:

Top Slots

Similar to Top Goals and Top Intents, this chart displays top-rated number of slots displayed in a bar chart.

Source table:

| Slot        | Number      |
| ----------- | ----------- |
| DATE        | 2           |
| NUMBER      | 1           |

Result:

Understood / Misunderstood Messages

Indicates the time-related number of understood messages and misunderstood messages in percentages displayed in a bar chart.

A message is counted as understood if it has triggered an intent, a slot is matched, or it is marked as understood via the Code Node or Overwrite Analytics Node. A message is not counted as understood if it is marked as Don't count in the Overwrite Analytics Node or sent during an active handover without configuring LA AI Copilot Flow.

By clicking vertical-ellipsis, you can select the Go to Intent Trainer, which will take you to the application in Cognigy.AI for improving your Flow.

Source table:

| Date       | understood   | misunderstood   | Percentages     |
| -----------| ------------ | --------------- | --------------- |
| 2023-08-27 | 0            |     0           |  0              |
| 2023-08-28 | 1            | 0               | 100/0           |
| 2023-08-29 | 12           | 10              | 55/45           |
| 2023-08-30 | 31           | 18              | 63/37           |
| 2023-08-31 | 7            | 1               | 87.5/12.5       |
| 2023-09-01 | 2            | 0               | 100/0           |
| 2023-09-02 | 0            |     -           |  -              |
Result:

Number of Inputs

Indicates the time-related number of inputs displayed in a bar chart.

Source table:

| Date       | Inputs       | 
| -----------| ------------ |
| 2023-08-27 | 0            | 
| 2023-08-28 | 1            |
| 2023-08-29 | 23           | 
| 2023-08-30 | 72           | 
| 2023-08-31 | 8            | 
| 2023-09-01 | 3            | 
| 2023-09-02 | 0            | 
Result:

Line charts

Sessions

Indicates the number of sessions on a timescale

Source table:

| Date       | Sessions     | 
| -----------| ------------ |
| 2023-08-27 | 0            | 
| 2023-08-28 | 1            |
| 2023-08-29 | 4            | 
| 2023-08-30 | 30           | 
| 2023-08-31 | 6            | 
| 2023-09-01 | 1            | 
| 2023-09-02 | 0            | 

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 vertical-ellipsis in the upper-right corner of the chart. To create a report file, refer to the Download Report article.

More Information