TICKET AUTOMATION

Here you can select to view either the ABS# (absolute total numbers) or Rate% (relative rate of messages out of all visitor messages in the selected time frame).

Note that the rates are rounded up to the first decimal. So if you need an exact report, look at ABS# instead.

The stats in Analytics correspond to the Resolution labels in Conversation Logs.  

Resolutions 

• Not understood - The last message was not understood and no actions or replies were triggered
• Recognized Intent - The last message was understood and no actions or replies were triggered
• Processed - Actions were taken but no reply was sent (with the exception of the default reply)
• Answered - The last message was understood and a reply was sent

AI CONTENT

• Intent Messages: Number of visitor messages for which this intent is the top predicted intent
• First Intent: Number of times this intent was the first intent of this conversation
• Intent Health: Average confidence of the intent for messages where this intent is the top predicted intent
  • Indicative only for the most frequently used intents
• Escalations: Number of conversations escalated where this intent was the first meaningful intent
  • Very useful to consider which topics most frequently ultimately end up escalating
• Expressions: Total number of human-annotated expressions of this intent
• Replies: Number of replies under an intent
  • Including all Suggestions and Automation replies and their respective reply variations