Metrics Available in BI Services
These performance and activity metrics are currently tracked and maintained 'out-of-the-box' by U-Self Serve Business Information (BI) Services:
Metric | Description |
|---|---|
Sessions | Total number of sessions for a selected time period |
Transferred sessions | Total number of sessions that were transferred to an Agent |
Percentage of transferred sessions | Percentage of sessions that were transferred to an Agent relative to the total number of sessions |
Contained sessions | Total number of sessions where the value of the built-in USelfServe Containment Session Variable was set to True |
Finished sessions | Total number of sessions that were completed |
Percentage of finished sessions | Percentage of sessions that were completed relative to the total number of sessions |
Total dropped sessions | Total number of sessions that ended with a call hang-up by the end user |
Percentage of dropped sessions | Percentage of sessions that ended with a call hang-up relative to the total number of sessions |
Total Users | Total number of unique users for a selected time period |
Sessions - Hourly Trend | Total number of sessions by hour of the day for the chosen time period |
Transferred sessions - Hourly Trend | Total number of transferred sessions by hour of the day |
Contained sessions - Hourly Trend | Total number of sessions that contained without transfer by hour of the day |
Finished sessions - Hourly Trend | Total number of sessions that were completed by hour of the day |
Top Intents - Trend | Top trending topics for all sessions |
Top reasons for transfer | Transfer reasons with the highest number of detections |
Messages sent | Total number of messages that were successfully sent by the Bot |
Messages answered | Total number of messages that were successfully answered |
Messages unanswered | Total number of messages that were not answered |
Top utterances | Word cloud of the words most spoken by the user |