
Indicators
The Indicator charts displays real-time data that refreshes every 30 seconds.Tasks reached
This chart displays the total number of completed tasks. Source table:11
Avg. Session length
Displays how long the average session lasted. The session length is defined as 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 span in your Insights filter. Source table:- Length for a particular session
Max(timestamp) - Min(timestamp)
. Length of all sessions / total number of sessions
.
- 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
00:19:24
Positive Ratings
Displays the total number of Positive Ratings the end user has given. Source table:3
Containment Rate
Displays containment rate. The containment rate is calculated by the ratio of sessions without any handover to all sessions. Source table:-
Containment Rate =
1 - (Handover included Sessions)/(Total Sessions)
. -
Percentage
Containment Rate * 100%
.
40%
Heat maps
Handovers by time of the day
Displays the number of times a human agent is contacted during the day. Multiple handovers can occur within a single session. Source table:
Bar charts
Containment Rate
-
Containment Rate =
1 - (Handover included Sessions)/(Total Sessions)
. -
Percentage
Containment Rate * 100%
.
(35/40)* 100% = 87.5%
Result:

Line charts
Handovers in Time
Displays the number of times a human agent was contacted within the filtered time span. Multiple handovers can occur within a single session. By clicking
Positive Ratings over Time
Displays the total number of Positive Ratings given as feedback by the end user. Source table:
Unique Contacts
Displays the number of unique contacts (userid
) in relation to the selected timespan. 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:
