Reports

Reporting page includes;
• Filters
• Total sessions
• Average session duration
• Average message per session
• Fallback messages
• Intent Overview
• Top Intents
• Intent Trends
• Average Rating
• Sentiment Trends
• Average Sentiment

Filters

Projects: This will filter out the desired projects that the results need to be retrieved for on the dashboard.
Virtual Agent: This will filter results for specific Virtual Agents that are part of the project. If no project has been filtered, the Virtual Agent filter will be inactive as well as ‘Filter’ button down below. If no VA filter is selected, the data will be retrieved for all the Virtual Agents that are part of the filtered project.
Channel: Channel refers to the integrated channel being used for communication in a project. This includes IVR, Facebook, Webchat etc.
Date: The date filter allows data retrieval for a desired time range. The time range can either be chosen from standard options that are provided, “today”, “yesterday”, “last 7 days”, “last 30 days”, or it can be a custom date range between any two dates of choice.

Filters works with ‘and’. Which means the information displayed on the dashboard to come from data that satisfies all the constraints set by the filters.

Dashboard Information

On the top of the dashboard page, there are three boxes placed side by side, displaying the following information:

Average Session Duration: It represents the average length of the sessions.

Average Message per Session: It denotes the average number of messages of customers during one session.

Fallback Messages:

this graph lists the utterances that resulted in a fallback, that is unmatched intent detection. Fallback messages are displayed when an intent fails to be detected for an utterance. There are two scenarios where a fallback message is triggered:

1. If the VA cannot match any intent over a confidence threshold.
2. If the intent with the highest value match on the confidence threshold is the fallback intent.
   The width of the corresponding bar of the utterance is proportional to the frequency with which the utterance was used and resulted in a fallback. The Fallback Messages widget also has an option that allows the user to download this list.
   Note that fallback utterances can be added to an intent by clicking on them, allowing users to remove them from the fallback list or alternatively, users can create a new intent by clicking on the fallback utterance.

Intent Overview:

This chart shows the ratios between the intents that were matched and the ones that couldn’t be detected, labeled as “fallback”. This helps in analyzing the performance of the VA’s detection abilities.

Top Intent:

It lists the intents according to how frequently they have been used by customers. The top 7 intents are displayed here, and if the cursor is hovered on any of them, the number of times the intent was used is shown.

Intent Trends:

It is a graph that displays the trend of usage over time. The x-axis displays the dates, and the overall graph shows the trend of how frequently the corresponding intent was used over a certain range of time. Trends display in here are the Top Intents.

Sentiment Trends:
Sentiment trends are depicted using a line graph, with the vertical axis representing sentiment values ranging from -1 to 1, and the horizontal axis indicating dates. Placing the cursor on the trend line reveals the total number and percentage of positive, negative, and neutral conversations within the chosen date range. Additionally, the tooltip displays the average sentiment of all conversations, without categorizing them or considering the total number of conversations. It is important to note that the sentiment averages solely reflect the sentiment of user inputs.

Average Sentiment:
The average sentiment is divided into five segments: extremely negative, negative, neutral, positive, and extremely positive. The proportion of each segment represents the average score of session scores falling within that particular segment. The value displayed at the center of the graph represents the average score of all sentiment data within the selected date range.