Insights

Insights Dashboard Glossary

Insights widgets and metrics explained.

Overview

The Maven Insights dashboard includes several different ways to visualize and analyze your data. Below is an overview of the various widgets and metrics available within the Maven platform.

Widgets & Metrics


Metrics

MetricDescription
ConversationA full message thread including messages from end users, human agents, Maven responses, or Maven suggested responses. 
User InteractionsThe number of individual times an end user interfaces with Maven via a message within a conversation or via a search query.
CountThe number of conversations as defined above
InsertsThe number of Conversations where at least one Maven suggested response has been inserted.
CoverageThe percentage of conversations Maven has assessed it could resolve

Widgets

WidgetDescription
ConversationsThe total number of conversations for a given time period broken out by Maven integration type.
Customer InteractionsThe total number of conversations for a given time period broken out by the number of interactions within a conversation.
Overall Maven QualityA calculated metric based on a mix of signals including human feedback, human responses, and other evaluation signals. It reflects the effectiveness and accuracy of Maven’s responses or suggested responses in conversations. Quality is updated based on thumbs up or thumbs down feedback from users, with handoffs typically lowering the quality score. Inserts are not currently part of the quality calculation but may be in the future.
Overall Customer SentimentAn aggregate measurement of the sentiment rating of the Conversation as assessed and assigned by Maven. Sentiment ratings can be positive, negative, or neutral and are derived through analyzing text content from the Conversations.
Maven QualityA 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 due to a lack of knowledge or because the end user gave the interaction a thumbs down.

Ineligible/Pending:  Maven was unable to understand the query. This can happen for a variety of reasons, most commonly that there is something included in the query it cannot read or identify, such as a screenshot. 
Customer SentimentThe measurement of the sentiment rating of the Conversation as assessed and assigned by Maven broken down by day and sentiment ranking. Sentiment ratings can be positive, negative, or neutral and are derived through analyzing text content from the Conversations.
Quality Improvement OpportunitiesA breakdown of all conversations categorized as “Needs Improvement” by Maven showing the reason Maven marked its response as “Needs Improvement.”
Handoff to Human Agent RateA calculation of the overall percentage of conversations Maven handed off to an agent relative to the number of Maven responses with feedback or an action taken by a human agent (Thumbs up, thumbs down, or inserted.)
Maven Resolvable CoverageA percentage calculation of the number of conversations Maven is confident it can resolve divided by the total number of conversations.
Agent Co-Pilot Insert UsageThe total number of conversations with at least one Maven response inserted by an agent over a given time period.
Hours to First ResponseA percentile measurement of time taken to give a first response to conversation.
Top CategoriesA stack-rank of categories of conversation types by count as categorized by Maven
Top TagsA stack-rank of tags applied to conversations by count as categorized by an organization’s ticketing system (e.g. Zendesk)
Top AgentsA stack-rank of an organization’s agents based on message count, inserts and other sortable metrics.