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:
When a user chooses to continue using a channel (chat, email, phone), this impacts your Channeling Score.
On the left side of the Channeling Score Panel, you see the positive (green) and negative (red) channeled interactions in percentage of all engagements.
On the right side, you see the details of channels used for escalation in percentage of all engagements.
You also see the change in trend next to every data on the dashboard. Trend compares the current user activity to activity in the previous time frame.