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Guide to Solve Chat Analytics: Metrics, Visualizations, and Data Tables

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

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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

  1. Chat CSAT data
  2. Chat intent metrics
  3. Knowledge article surfaced in chats
  4. 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

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