The dashboard gives you insight into customer activity.
Let's look at the information shown in the upper section of the dashboard.
Tip: For info about the lower section of the dashboard, known as Voices, read this article: Voices and the Dashboard: Capturing and analyzing user intent.
Each time one of your
In other words, an engagement is a visit in which a customer uses a Nanorep capability at least once (such as typing a question or selecting an article) in order to fulfill their
An interaction is a request (for example, a search or article selection) and the response to the request. Not every interaction counts as an engagement.
An engagement is counted as resolved by self-service and shown as part of your Self-Service Score when:
|Channeling Score||When a user chooses to continue using a channel (chat, email, phone), this impacts your Channeling Score.|