Analytics: Solve chat – Forethought Help Center

Solve chat analytics allows Forethought admins to access chat-level and intent-level insights. This supplements the solve chat analytics tab and workflow-level analytics dashboard that we already have. This analytics view enables admins to

Get an overview of chat metrics including CSAT.
Visualize chat data
Intent metrics
Download data connected to chat conversations including CSAT data

Analytics dashboard definitions

Metric Name	Definition
Total chats	Number of chat conversations that were initiated in the selected time period.
Total chat deflections	Number of deflected conversations in the selected time period
Chat deflection rate	(Number of deflected conversations / Total number of conversations) x 100 (in the selected time period)
Chats that included one or more article suggestions	Percentage of chat conversations where a knowledge article was shown to the user.
Average Chat CSAT Score	Average CSAT score (Scale of 1 to 5)

Visualization	What does it show?
Median chat duration	The median duration a user spent in the chat. X axis shows the date. Y axis shows the time in seconds.
Number of chat conversations and number of chat conversations successfully deflected	This shows a graph where X axis shows the conversation start hour (Ex: 2023-08-09 14) Y axis shows the number of chat conversations as well as number of chat conversations deflected.
Chat CSAT score distribution (Bar chart)	This shows the CSAT distribution bar chart. X axis shows the number of conversations for which CSAT score was given by a user Y axis shows the CSAT score (Scale 1 to 5) that the user gave at the end of the chat conversation in the selected time period.
Last predicted intent (Pie chart)	This shows the top 10 intents in a pie chart. 9 of these are actual top 9 intents and the rest of the intents are clubbed into the *other* bucket.

Data tables

There are 4 data tables which shows you raw data

Chat CSAT data
Chat intent metrics
Knowledge article surfaced in chats
Chat details

Chat CSAT data

This table shows the raw CSAT feedback data with the chat transcript. This only has conversations that have CSAT data. If CSAT is not enabled, this table will remain blank.

Column name	Definition
Chat ID	This is the unique chat identifier (Forethought generated) You can use this to join with the Chat details table.
Chat start time	Time when the chat was started Format: YYYY-MM-DD hh:mm:ss
Last predicted intent	This refers to the last predicted intent in the chat conversation.
Deflected	Shows if the chat conversation was deflected or not. 1 - Chat was deflected 0 - Chat was not deflected
CSAT score	CSAT score the user submitted. (Scale - 1 to 5)
CSAT Feedback	Additional CSAT feedback provided by the user for this conversation
Chat duration	The duration a user spent in this chat conversation. (seconds)
Chat transcript	The complete chat conversation transcript
Context variables used	All the context variables used in this chat conversation
Clicked on talk to an agent	Shows if the user clicked to talk to an agent 1 - Clicked on talk to an agent 0 - Didn’t click on talk to an agent
Chat handoff	Shows if chat handoff was successful. 1 - Successful chat handoff 0 - Unsuccessful chat handoff null - no chat handoff data

Chat intent metrics

Column name	Definition
Last predicted intent	Intent name
Number of chats	Number of times when this particular intent was the last predicted intent in a chat.
Intent deflection rate	(Number of conversations deflected in this intent / Total number of conversations predicted in this intent) x 100

Knowledge article surfaced in chats

Column name	Definition
Title	Article title/heading
Source link	Link to the article
Number of times surfaced	Number of times this article was shown in the chat to the users in the selected time period

Chat details

Column name	Definition
Chat ID	This is the unique chat identifier (Forethought generated) You can use this to join with the Chat CSAT data
Chat start time	Time when the chat was started Format: YYYY-MM-DD hh:mm:ss
Last predicted intent (user input)	This shows the last user input in the chat conversation. Ex: Entered-via button or Go-To intent action
Last predicted intent	This refers to the last predicted intent in the chat conversation.
User query for last predicted intent	This shows the user query on which the last intent prediction was made.
Deflected	Shows if the chat conversation was deflected or not. 1 - Chat was deflected 0 - Chat was not deflected
Generative AI used	Shows if generative AI was used in the chat responses to user queries 1 - Yes generative AI was used 0 - No generative AI was not used
Chat duration	The duration a user spent in this chat conversation. (seconds)
Chat transcript	The complete chat conversation transcript
Context variables used	All the context variables used in this chat conversation
Clicked on talk to agent	Shows if the user clicked to talk to an agent 1 - Clicked on talk to an agent 0 - Didn’t click on talk to an agent
Chat handoff	Shows if chat handoff was successful. 1 - Successful chat handoff 0 - Unsuccessful chat handoff null - no chat handoff data
Helpdesk ticket ID	If at the end of a conversation, the user wanted to create a ticket, this shows the ticket id created in your helpdesk. null signifies no ticket was created.

Data downloads

Scheduled Delivery Setup