The Business Metrics tab shows how sessions went: how many there were, how long they took, how they ended, how customers felt and how they rated the service.
| Widget | What it shows |
|---|---|
| Total Sessions | The number of sessions in the selected range. A session is one continuous interaction between a customer and the project. |
| Total Session Duration | The combined length of those sessions. |
| Average Session Duration | The average length of a session. |
| Average Message per Session | The average number of messages in a session. |
| Self-Service Rate | The percentage of sessions resolved without a human agent. |
| Resolution Type Trends | Sessions by resolution type over time. |
| Resolution Type | Each resolution type's share of sessions. |
| Session Trends | Session count per period as bars, with the average session duration as a line. |
| Sentiment Trends | Average customer sentiment over time, from -1 (negative) to 1 (positive). Hover over a point to see the number and share of positive, neutral and negative conversations. |
| Average Sentiment | The average sentiment for the range, split into negative, neutral and positive segments. |
| Customer Rating Trends | The average customer rating over time. |
| Average Customer Rating | The overall average rating, with each star rating's share from 1 to 5. Hover over it to see how many users left a rating. |
Sentiment is measured on what the customer says or writes, not on the agent's replies.
| Resolution type | Meaning |
|---|---|
| Self-Service | The AI agent resolved the customer's request without human help. |
| No Customer Interaction | The customer never meaningfully engaged. |
| Live Agent Handover | The session was transferred to a human agent. |