Insights

Navigating Insights

The Maven Insights dashboard provides an analysis of all of customer conversations allowing you to see how well Maven is performing. Over time these insights will grow to encompass User-based analysis as well.

Filtering and Sorting

Broadly, there are three different ways to manipulate the data within the Insights dashboard:

  • Filters / Search Filters and Search are available via the Search bar at the top of the page. (Look for the magnifying glass icon.) To apply filters/search, click into the search bar and either select a filter from the options presented in the drop down or simply begin typing your keyword for a content search. Once you’ve selected your filter category, a second drop down menu will appear to select specific filters within that category. For example, selecting the Feedback filter will allow you to then select from the various Feedback types. You may apply multiple filters. Conversations must match all supplied filters.
  • Date Range In the upper right corner is a drop down menu to select from either a preset or custom date range. Date ranges entered here will be applied to all widgets on the Insights page.
  • Sorting and Changing Table Widgets In addition to insights-level filters, table widgets on the dashboard offer the ability to customize the columns displayed, sort columns by clicking the column header, and each table can be exported individually. Clicking any data point on a table widget will route you to the Conversations tab where you can see the conversations referenced within the Insights.

Widgets

Each widget on the Maven Insights dashboard is a different visualization of the data. The following table describes each widget and its purpose. See the Glossary for definitions of the terms used in the charts and tables.

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.
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.
Average Handle TimeA 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 human agents based on message count, inserts and other sortable metrics.