Conversation insights

• Resolution rate

  The percentage of conversations resolved.

• SLA compliance rate

  The percentage of conversations where the SLA was met out of all conversations where the SLA was applied.

• Average CSAT score

  The average customer satisfaction score for conversations.

• Average first response time

  The average time for the first response to customer conversations.

Customer & product impact

• Active conversations per customer

  The number of conversations per customer that are Open or In Progress.

• Active conversations per part

  The number of conversations per part that are Open or In Progress.

Conversation distribution

• Conversations linked to tickets

  The percentage of tickets linked to conversations against standalone tickets.

• Conversations created vs. closed

  The trend of conversations created against those closed.

• Conversations created by channel

  A distribution of conversations categorized by their source channel.

• Active conversations per owner

  The number of conversations per owner that are Open or In Progress.

Turing efficiency and customer satisfaction (CSAT)

• Bot resolution

  The percentage of conversations resolved by the bot.

• CSAT score distribution

  A distribution of customer satisfaction scores on conversations.