Welcome to our Customer Service Portal

Analytics

Dashboard overview

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

Engagements

Each time a customer uses a Bold360 ai touchpoint (widget or support site article) to get an answer, one engagement is counted. For example, the following are counted as engagements:

  • Asking a question on your website using a Bold360 ai widget
  • Viewing a FAQ answer
  • Reading an article in your Support Center

In other words, an engagement is a visit in which a customer uses Bold360 ai to get an answer by typing a question or selecting an article. An engagement may include one or more interactions.

Interactions

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. For example, if it takes your customer five questions to find the cheapest hotels in the area, then that counts as one engagement and five interactions.

Self-Service Score

The Self-Service Score is calculated by dividing the total number of Interactions with no negative signals, by the total number of Interactions. 


Negative signals include: 

  • Interactions that were not answered 
  • Interactions that contain negative feedback
Channeling Score

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.

The upper section of the Nanorep Dashboard