Advanced Metrics
This guide explains which Advanced Customer Intelligence Metrics are available to help you better understand customer behavior and improve your decision making.
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 determines whether the necessary content to respond to a user query was found in the agent’s knowledge base. Content Source can be classified as:
- Yes
- No
User Emotion
User Emotion identifies the user’s emotional state at the time of submitting a query, helping businesses gauge sentiment. User emotions can be classified as:
- Positive
- Neutral
- Frustration
- Dissatisfaction
- Confusion
User Intent
User Intent classifies what the user aimed to achieve when submitting their query, aiding in understanding intent and optimizing responses. User intent can be classified as:
- Informational
- Troubleshooting
- Instructional
- Greetings
- Transactional
- Navigational
- Follow-up
Language
Language identifies the language in which the query was submitted, helping businesses understand user demographics and preferences.
Updated 2 days ago