Overview page in Assistant analytics

View high-level summary of assistant activity, assist usage, user engagement and overall customer satisfaction (CSAT) score.

The Overview dashboard page aggregates key metrics across all active assistants and channels, presenting total actions, user engagement, assist usage volume, and overall CSAT score.

The visualizations on the Overview page provide the following insights.

• Overall CSAT score, which is an indicator of user sentiment, enables you to monitor assistant quality and make targeted improvements.
• Assist usage volume reveals assist consumption patterns across assistants.

• Average distinct users reveals user adoption across assistants.

• Cumulative AI-assisted Actions

  This area of the dashboard shows the total number of actions completed by AI assistants, aggregated over the selected date range. This metric helps you understand the volume of AI-driven interactions and track growth in AI adoption.

• Average Distinct Users

  This area of the dashboard shows the average number of unique users interacting with assistants in the selected date range. This metric helps you identify periods of increasing or decreasing user engagement to take necessary action.

• Assist Usage Volume

  This area of the dashboard shows the trend of assists consumed via AI assistants within the selected date range. The assists are determined by the Now Assist actions executed. This metric reveals the assistants that are lowest and highest consumers of assists.

• Overall Average Conversation CSAT

  This area of the dashboard shows the average inferred CSAT score for conversations handled by assistants in the selected date range. This metric measures the user sentiment and satisfaction with assistant interactions. Use the CSAT trends to identify areas for improvement in assistant responses or workflows.

• Total Assist Usage

  This area of the dashboard shows the total number of assists consumed by the assistants in the selected date range. The assists are determined by the now assist actions executed. Use this metric to optimize assist usage and track progress towards usage goals.