Assistant analytics dashboard indicator details
View the data and calculations behind an indicator that is presented in the form of a visualization on the Assistant analytics dashboard.
Assistant analytics indicators contain the following details: indicator type, data source, calculation, available breakdowns, unit, and precision.
These indicators collect data at a daily frequency. Data is only available for dates before the current date. If you want to see results from the current day, you must wait until the next day.
Overview page indicator details
| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|---|---|---|---|---|---|---|---|---|
| Cumulative AI-assisted actions | AI-Assisted Actions in Conversations | Automated | Gen AI Log Metadata[sys_gen_ai_log_metadata] | Count of Gen AI log actions | By Conversation Channels, Assistant | Daily | # | 0 |
| Average Distinct Users | Daily Conversation Consumers | Automated | Conversation[sys_cs_conversation] | Count of unique users | By Assistant, Context Profiles, Conversation Channels, Conversation State | Daily | # | 0 |
| Assist Usage Volume | Conversation Assist Usage Volume | Automated | Gen AI Log Metadata[sys_gen_ai_log_metadata] | Daily count of Gen AI log assists | By Generative AI Feature, Conversation Channels, Assistant | Daily | # | 0 |
| Overall Average Conversation CSAT | Average Period Inferred CSAT (Session) | Formula | sn_na_analytics_insights table | [[Aggregate Daily Inferred CSAT (Session)]]/[[Conversation Insights (Processed)]] | By Empathy, Effort, Confusion, Frustration, Escalation, Assistant, Conversation Channels | Daily | # | 2 |
| Total Assist Usage | Conversation Assist Usage Volume | Automated | Gen AI Log Metadata[sys_gen_ai_log_metadata] | Count of Gen AI log assists | By Generative AI Feature, Conversation Channels, Assistant | Daily | # | 0 |
Usage page indicator details
| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|---|---|---|---|---|---|---|---|---|
| Total Conversations by Assistant | Assistant Conversations | Automated | Conversation[sys_cs_conversation] | Count of conversations | By Context Profiles, Conversation Channels, Conversation State, Assistant | Daily | # | 0 |
| Total Conversations by Channel | Assistant Conversations | Automated | Conversation[sys_cs_conversation] | Count of conversations | By Context Profiles, Conversation Channels, Conversation State, Assistant | Daily | # | 0 |
| Result Types Offered | Now Assist in Virtual Agent Results returned | Automated | CI Analytics[sys_ci_analytics] | Count of Now Assist in Virtual Agent search results returned | By Now Assist in Virtual Agent Result Type, Assistant | Daily | # | 0 |
| Conversation State Flow | Assistant Conversations | Automated | Conversation[sys_cs_conversation] | Count of conversations in each of conversation states: Open, Canceled, Faulted, Completed. | By Context Profiles, Conversation Channels, Conversation State, Assistant | Daily | # | 0 |
Adoption and Engagement page indicator details
| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|---|---|---|---|---|---|---|---|---|
| Average Active Users | Daily Conversation Consumers | Automated | Conversation\[sys\_cs\_conversation\] | Count of unique users \(consumer\) where Model Type = LLM and Consumer is not empty and Conversation Type = Interactive | By Assistant, Context Profiles, Conversation Channels, Conversation State | Daily | \# | 0 |
| New Users | AI Engagement : New Users | Automated | Conversation\[sys\_cs\_conversation\] | Count of new users \(consumer\) where Model Type = LLM and Consumer is not empty and Conversation Type = Interactive | Conversation Channels, Assistant | Daily | \# | 0 |
| Avg Conversations per User | Average Conversations per User | Formula | None | \[\[Assistant Conversations\]\]/\[\[Daily Conversation Consumers\]\] | Assistant, Conversation Channels | Daily | \# | 0 |
| Active Assistants | Active Assistants | Automated | Now Assist Deployment\[sys\_now\_assist\_deployment\] | Count of assistants | None | Daily | \# | 0 |
| Conversation Volume Trend | Assistant Conversations | Automated | Conversation\[sys\_cs\_conversation\] | Count of conversations where Model Type = LLM and Conversation Type = Interactive | By Context Profiles, Conversation Channels, Conversation State, Assistant | Daily | \# | 0 |
| Assist to Execution Trend | - Conversation Assist Usage Volume - AI-Assisted Actions in Conversations - Assist to Action Ratio | Formula | None | \[\[Conversation Assist Usage Volume\]\]/\[\[AI-Assisted Actions in Conversations\]\] | By Assistant, Conversation Channels | Daily | \# | 0 |
| Conversations per Channel | Assistant Conversations | Automated | Conversation\[sys\_cs\_conversation\] | Count of conversations where Model Type = LLM and Conversation Type = Interactive | By Context Profiles, Conversation Channels, Conversation State, Assistant | Daily | \# | 0 |
| New User Growth | AI Engagement : New Users | Automated | Conversation\[sys\_cs\_conversation\] | Count of new users where Model Type = LLM and Consumer is not empty and Conversation Type = Interactive | By Conversation Channels, Assistant | Daily | \# | 0 |
Sentiment page indicator details
| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|---|---|---|---|---|---|---|---|---|
| Overall Sentiment | Average Daily Inferred CSAT \(Session\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Average CSAT where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels | Daily | \# | 2 |
| Conversations Analyzed | Conversation Insights \(Processed\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | \# | 0 |
| High Empathy Rate | High Empathy Rate - Conversation Insights | Formula | None | \(\[\[Conversation Insights \(Processed\) > Empathy = High\]\]/\[\[Conversation Insights \(Processed\)\]\]\) \* 100 | By Conversation Channels, Confusion, Effort, Empathy, Escalation, Frustration, Assistant | Daily | % | 0 |
| Conversations with Negative Emotions | Percentage of Conversations with Negative Emotions | Formula | None | \(\[\[Conversation Insights \(Negative Emotions\)\]\]/\[\[Conversation Insights \(Processed\)\]\]\)\*100 | Conversation Channels, Assistant | Daily | % | 2 |
| Average Inferred CSAT Over Time | Average Daily Inferred CSAT \(Session\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Average CSAT where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Session CSAT is not empty | By Confusion, Effort, Conversation Channels, Empathy, Escalation, Frustration, Assistant | Daily | \# | 2 |
| Transfers and Escalations Over Time | Conversation Insights \(Processed\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | \# | 0 |
| Average Inferred CSAT \(Virtual Agent\) | Average Daily Inferred CSAT \(Virtual Agent\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Average CSAT \(Virtual agent\) where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and AI agent CSAT is not empty | By Confusion, Effort, Empathy, Conversation Channels, Escalation, Frustration, Assistant | Daily | \# | 2 |
| Average Inferred CSAT \(Live Agent\) | Average Daily Inferred CSAT \(Live Agent\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Average CSAT \(live agent\) where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Human agent CSAT is not empty | By Confusion, Effort, Empathy, Conversation Channels, Escalation, Frustration, Assistant | Daily | \# | 2 |
| Average Inferred CSAT \(Session\) | Average Daily Inferred CSAT \(Session\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Average CSAT where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Session CSAT is not empty | By Confusion, Effort, Conversation Channels, Empathy, Escalation, Frustration, Assistant | Daily | \# | 2 |
| Assistant Recommended Next Steps | Conversation Insights \(Processed\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | \# | 0 |
| Conversation Insight Inferred Resolution State | Conversation Insights \(Processed\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | \# | 0 |
| Empathy Levels Distribution Over Time | Conversation Insights \(Processed\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | \# | 0 |
| Negative Emotion Feedback Over Time | Conversation Insights \(Processed\) | Automated | Conversation Insights\[sn\_aci\_insights\] | Frustration: Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Frustrations is Yes Confusion: Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Confusion is Yes | By Confusion, Effort, Empathy, Escalation, Frustration, Assistant, Conversation Channels, Next Steps, Resolution State | Daily | \# | 0 |
Self-Solve Performance page indicator details
Note: The records in the Deflection Log [sys_cs_deflection_log] table are retained for a period of 60 days.
| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|---|---|---|---|---|---|---|---|---|
| Total Deflection Events | Deflection Logs | Automated | Deflection Log[sys_cs_deflection_log] | Count of events where Conversation is not empty and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | Assistant, Conversation Channels, Deflection Types, Deflection State | Daily | # | 0 |
| Total Deflections | Deflection Logs : Resolved | Automated | Deflection Log[sys_cs_deflection_log] | Count of events where State = Resolved and Conversation is not empty and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Conversation Live Agent Transfer Time is empty | Assistant, Conversation Channels | Daily | # | 0 |
| Total Live Agent Transfers | Total Live Agent Transfers | Automated | Conversation[sys_cs_conversation] | Count of conversations where Model Type = LLM and Conversation Type = Interactive and Live Agent Transfer Time is not empty | Assistant, Conversation Channels | Daily | # | 0 |
| Deflection Rate | Deflection Rate | Formula | Deflection Log [sys_cs_deflection_log] | ([Number of deflection records Resolved]/[Number of deflection records])*100 | Assistant, Conversation Channels | Daily | % | 2 |
| Deflection Rate Over Time | Deflection Rate | Formula | Deflection Log [sys_cs_deflection_log] | ([Number of deflection records Resolved]/[Number of deflection records])*100 | Assistant, Conversation Channels | Daily | % | 2 |
| Deflection Outcome Distribution | Deflection Logs | Automated | Deflection Log [sys_cs_deflection_log] | Count of events where Conversation is not empty and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | Assistant, Conversation Channels, Deflection Types, Deflection State | Daily | # | 0 |
| Deflection Types Offered | Deflection Logs | Automated | Deflection Log [sys_cs_deflection_log] | Count of events where Conversation is not empty and Conversation Conversation Type = Interactive and Conversation Model Type = LLM | Assistant, Conversation Channels, Deflection Types, Deflection State | Daily | # | 0 |
| Effort Score | Effort Score | Automated | Conversation Insights[sn_aci_insights] | Count of conversations where CSAT processed = true and Conversation Conversation Type = Interactive and Conversation Model Type = LLM and Effort Score in (High, Medium, Low) | Assistant, Conversation Channels, Effort | Daily | # | 0 |
Assists page indicator details
| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Data collection frequency | Unit | Precision |
|---|---|---|---|---|---|---|---|---|
| Sum of all Conversational Assists | Conversation Assist Usage Volume | Automated | Gen AI Log Metadata[sys_gen_ai_log_metadata] | Count of Gen AI log assists | By Generative AI Feature, Conversation Channels, Assistant | Daily | # | 0 |
| Assist Consumption | Conversation Assist Usage Volume | Automated | Gen AI Log Metadata[sys_gen_ai_log_metadata] | Count of Gen AI log assists by assistant | By Generative AI Feature, Conversation Channels, Assistant | Daily | # | 0 |
| Executions per Assistant | AI-Assisted Actions in Conversations | Automated | Gen AI Log Metadata[sys_gen_ai_log_metadata] | Count of Gen AI log actions by assistant | By Conversation Channels, Assistant | Daily | # | 0 |
| Trending sum of all Assists | Conversation Assist Usage Volume | Automated | Gen AI Log Metadata[sys_gen_ai_log_metadata] | Sum of Gen AI log assists | By By Generative AI Feature, Conversation Channels, Assistant | Daily | # | 0 |
| Top 10 Most Used AI Features | Generative AI Usage Log | Pivot Table | Generative AI Usage Log [sys_gen_ai_usage_log] | None | None | Daily | # | 0 |
Voice page indicator details
| Visualization | Indicator name | Indicator type | Indicator source table | Calculation | Available breakdowns | Frequency | Unit | Precision |
|---|---|---|---|---|---|---|---|---|
| Percent voice conversations deflected | None | None | None | Percentage of voice conversations where Resolved = Yes | None | Daily | % | 1 |
| Total deflected conversations over time | Now Assist Analytics Assistant Ims | Automated | Now Assist Analytics Assistant Ims [sn_na_analytics_conv_ims] | Count of voice conversations where Resolved = Yes | Daily | # | 0 | |
| Total conversations | Now Assist Analytics Assistant Ims | Automated | Now Assist Analytics Assistant Ims [sn_na_analytics_conv_ims] | Count of conversations where Assistant Type = Voice | Daily | # | 0 | |
| Total conversations over time | Now Assist Analytics Assistant Ims | Automated | Now Assist Analytics Assistant Ims [sn_na_analytics_conv_ims] | Count of all voice calls | None | Daily | # | 0 |
| AI Voice Agents in use | Now Assist Analytics Insights | Automated | Now Assist Analytics Insights [sn_na_analytics_insights] | Count of AI agents where Assistant Type = Voice | None | Daily | # | 0 |
| AI Voice Agents in use over time | Now Assist Analytics Insights | Automated | Now Assist Analytics Insights [sn_na_analytics_insights] | Count of AI agents where Assistant Type = Voice | None | Daily | # | 0 |
| Conversations transferred to a live agent | Now Assist Analytics Assistant Ims | Automated | Now Assist Analytics Assistant Ims [sn_na_analytics_conv_ims] | Count of voice calls where Agent chat=true | None | Daily | # | 0 |
| Number of tickets created | Now Assist Analytics Ims Related Record | Automated | Now Assist Analytics Ims Related Record [sn_na_analytics_conv_ims_related_record] | Count of Interaction Related Records where Agent chat = false and Interaction Virtual agent = true and Interaction Type = Phone and Interaction AI Voice = true | None | Daily | # | 0 |
| Conversations disconnected | Now Assist Analytics Assistant Ims | Automated | Now Assist Analytics Assistant Ims [sn_na_analytics_conv_ims] | Count of voice calls where State=Closed Abandoned | None | Daily | # | 0 |
| Immediate live agent transfers | None | None | Single score | Count of conversations where live agent transfer = yes and call duration < 30 secs | None | Daily | # | 0 |
| Inferred customer satisfaction (CSAT): average score (out of 5) | Now Assist Analytics Insights | sn_na_analytics_insights table | Now Assist Analytics Insights [sn_na_analytics_insights] | Average of session CSAT | None | Daily | # | 2 |
| Average voice conversation duration | Now Assist Analytics Assistant Ims | Formula | Now Assist Analytics Assistant Ims [sn_na_analytics_conv_ims] | [[AI Agent- Summed duration of calls]] / [[AI Agents- Total Calls]] | None | Daily | Minutes | 0 |
| Response Time | ||||||||
| 50th percentile response time | None | None | Single score | Response time in seconds where 50% responses are completed | None | Daily | Seconds | 1 |
| 90th percentile response time | None | None | Single score | Response time in seconds where 90% responses are completed | None | Daily | Seconds | 1 |
| 99th percentile response time | None | None | Single score | Response time in seconds where 99% responses are completed | None | Daily | Seconds | 1 |
| Tool Insights (Executions by tool type) | ||||||||
| Scripts | Now Assist Analytics Tool Execution | Automated | Now Assist Analytics Tool Execution [sn_na_analytics_tool_execution] | Count of tool executions where Assistant Type = Voice and Tool Type = Script | None | Daily | # | 0 |
| Flow actions | Now Assist Analytics Tool Execution | Automated | Now Assist Analytics Tool Execution [sn_na_analytics_tool_execution] | Count of tool executions where Assistant Type = Voice and Tool Type = Flow action | None | Daily | # | 0 |
| Subflows | Now Assist Analytics Tool Execution | Automated | Now Assist Analytics Tool Execution [sn_na_analytics_tool_execution] | Count of tool executions where Assistant Type = Voice and Tool Type = Subflow | None | Daily | # | 0 |
| RAG-based search | Now Assist Analytics Tool Execution | Automated | Now Assist Analytics Tool Execution [sn_na_analytics_tool_execution] | Count of tool executions where Assistant Type = Voice and Tool Type = Search Retriever | None | Daily | # | 0 |
| 50th percentile response time | None | None | Single score | Tool execution time in seconds where 50% executions are completed | None | Daily | Seconds | 1 |
| 90th percentile response time | None | None | Single score | Tool execution time in seconds where 90% executions are completed | None | Daily | Seconds | 1 |
| 99th percentile response time | None | None | Single score | Tool execution time in seconds where 99% executions are completed | None | Daily | Seconds | 1 |
| Use of AI agents | ||||||||
| Voice AI agent summary | Agent Conversations | Automated | Now Assist Analytics Insights [sn_na_analytics_insights] | Count of agents where Assistant Type = Voice and Resolved in (Yes, No)) | None | Daily | # | 0 |