The dashboard gives you insight into customer activity.
Let's look at the information shown in the upper section of the dashboard.
Each time a customer uses a Bold360 ai touchpoint (widget or support site article) to get an answer, one engagement is counted. For example, the following are counted as engagements:
In other words, an engagement is a visit in which a customer uses Bold360 ai to get an answer by typing a question or selecting an article. An engagement may include one or more interactions.
An interaction is a request (for example, a search or article selection) and the response to the request. Not every interaction counts as an engagement. For example, if it takes your customer five questions to find the cheapest hotels in the area, then that counts as one engagement and five interactions.
The Self-Service Score is calculated by dividing the total number of Interactions with no negative signals, by the total number of Interactions.
Negative signals include:
When a user chooses to continue using a channel (chat, email, phone), this impacts your Channeling Score.
On the left side of the Channeling Score Panel, you see the positive (green) and negative (red) channeled interactions in percentage of all engagements.
On the right side, you see the details of channels used for escalation in percentage of all engagements.
You also see the change in trend next to every data on the dashboard. Trend compares the current user activity to activity in the previous time frame.