Glossary

Glossary of terms used in the Maven dashboard.

Term	Description
Conversation	A full message thread including messages from end users, human agents, Maven responses, or Maven suggested responses.
Customer Interactions	Customer messages in a conversation.
Count	The number of conversations as defined above
Inserts	The number of Conversations where at least one Maven suggested response has been inserted.
Quality Coverage	The percentage of conversations Maven assessed it answered well.
Handle Time	The length of time the conversation lasted. (time of the last message - time of the first message)
Response Time	The length of time it took for the first user message to get a response. (time of the first agent message - time of the first message)
Customer Sentiment	Maven’s determination of customer sentiment during the conversation. Either positive, negative, neutral, or mixed.
Maven Quality	Maven’s self-assessed answer quality, based on confidence and user feedback. A conversation can be considered Good, Needs improvement or Ineligible. See below for more details.
Category	Each conversation has exactly one category, determined by Maven.
Tag	Conversations can have multiple tags. Tags are supplied by external integrations. (e.g. a Maven App like Zendesk or Freshdesk)

Quality

Maven Quality is a measurement of Maven’s confidence in its own answer. There are three categories of quality:

Good: Maven’s self-assessment is that the answer was both correct and of high quality
Needs Improvement: Maven could not confidently answer the question for one of the reasons below, or because the end user gave the interaction a thumbs down:
- Missing knowledge
- Missing action
- Missing user information
- Needs user clarification
- Unsupported format
- Unsupported user behavior
- Interrupted
Ineligible: Ineligible indicates one of two quality determinations below:
- Maven was unable to make a quality determination and thus could not generate a “needs improvement” category
- Maven ranked the quality as Good, but an end user marked the conversations as a “thumbs down.”

Maven Quality takes the following signals into account:

Automatic self grading: Maven has a self-grading mechanism that determines how confident it is based on how much relevant information it has in knowledge and actions
Human feedback: user provided thumbs up and down feedback serves is a strong signal of quality