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
Content Source indicates whether the agent used relevant content from your knowledge base to generate a response.
- Found - A matching content source was found and used.
- Not found - No matching content source was found.
- Not used - Agent didn't attempt to find the source. This will happen if user asks a general, chitchat type of question, for example "Hi, how is your day?"
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
- Unclear
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
- Unclear
Language
Language detects the language in which the user submitted their query. Useful for analyzing audience demographics and supporting multilingual users.
Updated 21 days ago