Analytics

Analytics in HALO allow you to easily more insights into how well HALO is performing. In the Analytics overview, you can track the following main insights:

• Conversation Resolution – how effectively HALO handles conversations autonomously

• Customer Feedback – how satisfied users are with their interaction with HALO

• Conversation Topic - what topics and subtopics HALO handles

You can view Analytics using the new ‘Analytics’ tab in your navigation:

Conversation Resolution

The Conversation Resolution metric measures how effectively HALO Agents resolve user queries.
HALO assigns a resolution status after a conversation ends, determined by a period of inactivity. Until then, the status remains Pending.

Once classified, a conversation falls into one of the following five resolution statuses:

• Pending
  The conversation is still active or awaiting inactivity. No resolution has been assigned yet.

• Resolved
  HALO handled the user’s request appropriately, with no remaining open questions. The conversation was completed fully autonomously.

• Undetermined
  It is unclear whether the user’s request was fully handled. This typically occurs when the issue was only partially resolved or the response may not have been fully satisfactory.

• Unresolved
  HALO was unable to help the user appropriately. The user remains with unanswered questions or expressed clear dissatisfaction.

• Handover
  The conversation was transferred to a human agent.

Feedback

You are also able to ask end users for Feedback on how satisfied they were with HALO. When Feedback is configured, it is shown in your Analytics in the following way:

Together with the Resolution Rate, this allows you two Analytical perspectives on how well HALO is performing.

To enable users to provide Feedback, you can adjust your WebConversations configuration in the following way:

Add information on how to turn it on, (WebConversations settings)

Next to allowing users to provide Feedback via the WebConversations menu, you can also trigger an interactive Feedback popup from within your HALO Agents. To do this, please check Agent Settings | Enable Feedback Interactions

Conversation Topic

You can also view which Topics and Subtopics HALO handles in your environment. Using the Sankey diagram. When Topic classification is active, it is shown in your Analytics in the following way:

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You can click on a Topic or Subtopic to filter the Analytics overview to only include conversations within that category.

HALO automatically analyzes your conversations and puts them into topics and subtopics.

• Topics represent broad categories of user inquiries (e.g., "Orders", "Account Management", "Product Information")

• Subtopics provide more granular detail within each Topic (e.g., under "Orders": "Order Status", "Returns", "Cancellations")

Every conversation is attempted to be classified into a Topic and a Subtopic underneath that. It is possible that no Topic/Subtopic is appropriate for the conversation, which can happen when the conversation is about a subject that is very rarely handled by your HALO environment. In this case, the conversation may not get any Topic/Subtopic classification.

Sankey Diagram

The Sankey Diagram is the visual representation that combines all Analytics Insights into one overview. Within the Sankey, Topics/Subtopics, Resolution Statusses, and Feedback are connected via flows. The size of these flows represents the relative size of the number of conversations that fall into the category.