Components installed with Conversation Insights

Installation of the Conversation Insights application also installs the Conversation Insights [sn_aci_insights] table.

Tables installed with Conversation Insights

The installation of Conversation Insights installs the Conversation Insights [sn_aci_insights] table. The data retention period for the Conversation Insights table is two years.

Column	Description
Human Agent CSAT	Estimated Inferred customer satisfaction (CSAT) score based on the human agent's responses. The value range is 1–5 with 1 meaning that the user is extremely dissatisfied and 5 meaning that the user is extremely satisfied with the interaction.
Effort Score	A score of time and energy that the user had to put in during the interaction. The values are on a 3-point scale of low, medium, and high.
AI agent CSAT	Estimated CSAT score based on the AI agent's responses. The value range is 1–5 with 1 meaning that the user is extremely dissatisfied and 5 meaning that the user is extremely satisfied with the interaction.
Frustration	Estimated CSAT score that indicates whether the user expressed frustration during the interaction. The values are Yes or No.
Empathy	Estimated CSAT score that indicates empathy shown toward the user during the interaction. The values are on a 3-point scale of low, medium, and high.
Session CSAT	Estimated CSAT score calculated based on the overall session interactions of a user. The value range is 1–5 with 1 meaning that the user is extremely dissatisfied and 5 meaning that the user is extremely satisfied with the interaction.
Next Steps	Estimated CSAT score that indicates whether the agent recapped the outcome and provided clear instructions on what the user should do next. The values are on a 3-point scale of low, medium, and high.
CSAT processed	Boolean flag indicating whether CSAT data has been processed for the interaction record.
Transfer and Escalation	Estimated CSAT score that indicates whether the conversation was transferred or escalated to a human agent. The values are Yes or No.
Closed At	Timestamp showing when the conversation was closed.
Conversation	Refers to the associated conversation record in the Conversation [sys_cs_conversation] table.
Resolved	Estimated CSAT score that indicates whether the issue was resolved. The values are Yes or No.
Confusion	Estimated CSAT score that indicates whether the user expressed confusion or the agent didn’t understand the user's intent. The values are Yes or No.

Parent Topic:Conversation Insights reference