In Custom Report, data of each Comm100 product is organized into multiple datasets. Each dataset contains a subset of metrics and attributes that can be used to build reports.
This article describes the metrics and attributes available in the following AI & Automation datasets:
- AI Agent Intent Detection Record
- Taskbot Trigger Record
- AI QA Review Item
- AI Coaching Opportunity Assignment
AI Agent Intent Detection Record Dataset
AI Agent Intent Detection Record Metrics
|
Metric |
Definition |
Supported Aggregator |
|
Answers |
The total number of answers the AI Agent sent to visitors, including Topic Answers and Generative Answers. |
Count |
|
Helpful Rate |
The number of times users rated AI Agent answers as Helpful. |
Count |
|
High Confidence Answers |
The number of High Confidence Answers sent by the AI Agent. |
Count |
|
% of High Confidence Answers |
The percentage of High Confidence Answers among all answers sent by the AI Agent. |
Percentage |
|
No Answers |
The number of times the AI Agent did not provide an answer to a visitor. |
Count |
|
No Rate |
The number of AI Agent answers that users did not rate. |
Count |
|
Not Helpful Rate |
The number of times users rated AI Agent answers as Not Helpful. |
Count |
|
Possible Answers |
The number of times the AI Agent provided a Possible Answer to a visitor’s question. |
Count |
AI Agent Intent Detection Record Attributes
|
Attribute |
Description |
|
Campaign |
The campaign in which the AI Agent engaged with visitors. |
|
Channel |
The channel through which the AI Agent engaged with visitors. |
|
Intent Name |
The name of the Intent triggered by the AI Agent to provide an answer. |
|
Time |
The time when the AI Agent engaged with a visitor. |
Taskbot Trigger Record Dataset
Taskbot Trigger Record Metrics
|
Metric |
Definition |
Supported Aggregator |
|
Completed Times |
The number of times a Taskbot conversation reaches the end of a flow. |
Count |
|
Completion Rate |
The percentage of Taskbot triggers that reach the end of a flow. |
Percentage |
|
Taskbot Usage |
The number of Taskbot actions that are triggered. |
Count |
|
Triggered Times |
The number of times the Taskbot is triggered. |
Count |
|
Uncompleted Times |
The number of times a visitor ends a Taskbot conversation before reaching the end of the flow, or an agent takes over the conversation. |
Count |
Taskbot Trigger Record Attributes
|
Attributes |
Description |
|
Time |
The time when the Taskbot was triggered. The available options include By Day, By Week, By Month, By Quarter, By Year, Hour of the day, Day of the week, Day of the month, Month of the year, and Quarter of the year. |
|
Taskbot |
The name of the Taskbot. |
|
Trigger Type |
The method used to trigger the Taskbot. Values include Agent, Chatbot, OfflineMessage, Pre-chat, and Taskbot. |
AI QA Review Item Dataset
AI QA Review Item Metrics
|
Metric |
Definition |
Supported Aggregator |
|
Accuracy Score |
The accuracy score assigned to an evaluated question-and-answer pair in a review item, ranging from 0 to 5.. |
Average, Sum, Minimum, Maximum |
|
Auto Failures |
The number of review items containing at least one failed auto-failure guideline. When a result has been revised, the human rating is used; otherwise, the AI rating is used. |
Count |
|
Guideline Compliances |
The total number of guideline compliance checks. |
Count |
|
Guideline Compliance Score |
The average guideline compliance score, ranging from 0 to 5. |
Average |
|
Manually Revised Review Items |
The number of review items in which a human reviewer provided a rationale for at least one question rating or guideline compliance result. |
Count |
|
Passed Guideline Compliances |
The number of guideline compliance checks that passed. When a result has been revised, the human rating is used; otherwise, the AI rating is used. |
Count |
|
Pass Rate |
The percentage of guideline compliance checks that passed. The human rating is used when a rationale has been provided; otherwise, the AI rating is used. |
Percentage |
|
Question Ratings |
The total number of question ratings. |
Count |
|
Reviewed Chats |
The number of unique chats that have been reviewed. |
Count |
|
Review Item |
The total number of review items. |
Count |
|
Zero Accuracy Scores |
The number of review items with an Accuracy Score of 0. |
Count |
AI QA Review Item Attributes
|
Attributes |
Description |
|
Created Date |
The date when the review item was created. |
|
Chat Start Time |
The time when the reviewed chat started. |
|
Reviewed Time |
The time when the review was completed. |
|
Guideline |
The guideline evaluated in the review item. |
|
Human Revised Only |
Indicates whether the review item has been manually revised by a human reviewer. |
|
Review |
The review that generated the review item. |
|
Department |
The department associated with the review item. The available values include all departments created in the account. |
|
Agent |
The agent evaluated in the review item. The available values include all agents in the account. |
AI Coaching Opportunity Assignment Dataset
AI Coaching Opportunity Assignment Metrics
|
Metric |
Definition |
Supported Aggregator |
|
Completion Time |
The time taken to complete a coaching opportunity assignment. |
Average, Sum, Minimum, Maximum |
|
Coaching Opportunity Assignments |
The total number of coaching opportunity assignments. |
Count |
|
Completion Rate |
The percentage of coaching opportunity assignments that have been completed. |
Percentage |
|
Completed Coaching Opportunity Assignments |
The number of coaching opportunity assignments that have been completed. |
Count |
AI Coaching Opportunity Assignment Attributes
|
Attribute |
Description |
|
Agent |
The agent assigned to the coaching opportunity. |
|
Coaching Opportunity |
The coaching opportunity associated with the assignment. |
|
Completed Time |
The time when the coaching opportunity assignment was completed. |
|
Assignment Created Time |
The time when the coaching opportunity assignment was created. |
|
Coaching Created Date |
The date when the coaching opportunity was created. |