Overview

The Conversations dashboard analyzes the performance of all Conversations metrics. Explore performance metrics by date, segment, and various student dimensions.

Accessing the Dashboard

The Conversations dashboard can be found via the Insights sub-menu. The Insights module can be accessed from the Data + Automations dropdown in the top navigation.

Dashboard Features

The Conversations dashboard displays period-over-period comparisons, monthly changes in conversation performance rates, and a wide variety of performance measurements.

Global Controls

The Conversations dashboard can be filtered and controlled in several ways. Find the global controls at the top of each tab. These global controls affect each tab. Filters applied on one tab will carry over to the others.

Global controls feature filters for segment, channel, major, funnel stage, identification status, student type, territory, and message origin. Select one or many from most control categories and one segment at a time. You can also now filter your data based on whether or not Bolt Agents participated in the conversation.

Segment Filters

The Conversations report can only be filtered by certain dimensions by default. The segment filter is a great way to filter the report by dimensions that matter to you. Create a segment in the People module, and set it as a calculated segment.

Please allow 24 hours for new calculated segments to appear and filter correctly in Insights.

More on using segments and Insights together.

Tabs

Data on the Conversations dashboard is organized by date as well as various dimensions selected in the controls menu.

Overview Tab

Visualizations

Highlights
- Period-over-period performance of conversations.
- Filtered totals and changes metric rates for conversations opened, conversations closed, messages sent, messages received, and the average number of messages per conversation.
- Page URLs for where conversations are originating.

Performance over time
- Weekly average response time by institutional staff to incoming messages.
- Hourly breakdown of when conversations were initially opened.
Channels
- Overall distribution of conversations based on channel.
- Breakdown of messages by character length according to channel.

Inbound/Outbound and Type
- The breakdown of messages based on whether they were initiated internally (outbound) or externally (inbound).
- Conversations broken down by student type.

Phone Call Activity Over Time
- The breakdown of phone calls made during the selected time frame.
- The average phone call duration (in seconds) during that time.

Dimensions Table Tab

Unique Controls

Dimension selection: choose whether you want to view metrics by territory, funnel stage, citizenship status, state, gender, major, or student type.

Visualizations

Table
- Breakdown of all available conversation metrics based on selected dimension.

Bolt Agents Tab

Unique Controls

Dimension selection: choose whether you want to view metrics by territory, funnel stage, citizenship status, state, gender, major, student type, or a particular Knowledge Base article. Select the Bolt Agent you would like to view by name or type.

Visualizations

Highlights
- Time saved by Bolt Agents.
- Conversations in which Bolt Agents participated.
- Conversations handed off from Bolt Agents to internal user.
- Knowledge base gap - conversations in which Bolt Agents were unable to answer questions.
- Average messages per Bolt Agent conversation.
- Page URLs for where conversations are originating.
Conclusion
- Are Bolt Agent conversations ended with Bolt Agents finishing the conversation, handing off to an internal user, or by being stopped by the contact?
Bolt Agent Activity
- Messages sent by Bolt Agent by name or type.
- Usage of each Bolt Agent (by conversations that include them).
- Average sentiment by Bolt Agent by name or type.
- Number of references to specific Knowledge Base articles.
- Links to conversations where there was a Knowledge Base gap.
Geography
- Bolt Agent conversations by location in map view.
Bolt Agents by dimensions
- A breakdown of the knowledge base gap, average sentiment rating, and total conversations by various dimensions and over time.

Metric Glossary

Metric	Definition
Conversations	Total conversations that have taken place within selected controls.
Conversations closed	Conversations that have been officially closed within the conversations module.
Messages sent	The number of messages in all conversations from an internal user.
Messages received	The number of messages in all conversations from an external user.
Average messages per conversation	Average number of all messages (internal and external) sent in conversations.
Average response time	The time from an initial outbound messages to be responded to by an internal user, in hours.
Average duration	The number of takes it takes for a conversation to go from opened to closed.
Average internal response time	Average time between an incoming message and an internal response for any response being sent from an internal user. (Maximum session of 30 minutes)
Minutes worked by Bolt Agents	The actual amount of time it has taken Bolt Agents to respond to messages.
Human minutes saved	Time saved by utilizing Bolt Agents, multiplying your average internal response time by the number of Bolt Agent messages sent.
Average sentiment	Average sentiment (negative, neutral, positive) of all external users responding to Bolt Agents.
Phone Calls	The number of phone calls placed during a given time frame.
Average Duration Time	The average length of phone calls in seconds during the given time frame.
References	Number of times a particular Knowledge Base article is used during a conversation with Bolt Agents.
After Hours Conversations	Conversations beginning before 8 a.m. or after 5 p.m. local time.

Troubleshooting & FAQ

Why is there no data?
There are a variety of reasons an Insights report is blank. Try the following quick fixes:
- Reset the report. Visualizations may be filtering the report. Check the date controls. If the date is too far in the past, it may pre-date your activity in Element451.
- Check what fields are being used.
- If data is still missing, there may be issues with your data in Element. Check out this guide for data cleanup.
How often does the Conversations dashboard update?
The Conversations dashboard currently refreshes once a day at 12:00 am Eastern.