Advanced metrics
This guide explains the available Advanced Customer Intelligence Metrics used to analyze user queries, detect intent and emotion, and improve decision-making through deeper insights.
Advanced Metrics
The Advanced Customer Intelligence Metrics provides deeper insights into user queries by analyzing various aspects of interaction. Our proprietary analytics agent processes each query to determine key metrics that help businesses better understand their customer behavior and agent effectiveness.
Currently available deep metrics are:
- Content Source Found
- User Emotion
- User Intent
- User Language
Content Source Found
Content Source indicates whether the agent used relevant content from your knowledge base to generate a response.
- Yes - A matching content source was used.
- No - No matching content source was found.
User Emotion
User Emotion identifies the emotional tone of the user at the time of the query. This helps detect satisfaction or frustration trends. User emotions can be classified as:
- Positive
- Neutral
- Frustration
- Dissatisfaction
- Confusion
User Intent
User Intent classifies the goal or purpose behind the user’s query. This helps improve intent-based responses and optimize agent training.
- Informational
- Troubleshooting
- Instructional
- Greetings
- Transactional
- Navigational
- Follow-up
Language
Language detects the language in which the user submitted their query. Useful for analyzing audience demographics and supporting multilingual users.
Updated about 2 months ago