Review key reasons why your customers reach out for help with Einstein AI. See top topics or contact reasons by volume, duration of conversations, times conversations pass from a bot to an support rep, average cost per interaction, and more.
Required Editions
| View supported editions. |
In Einstein Conversation Mining, you can see the details for the report (1). Open Einstein Conversation Mining from the dashboard (2), and view the high-level details about Einstein Conversation Mining (3). See top topics and contact reasons by volume (4). See topics by average duration, turns, and volume (5).
| CONVERSATION MINING KPI | CALCULATION |
|---|---|
| Report | Report name. |
| Creation date | ECM Report/analysis that was generated on this date. |
| Date range | The period over which the ECM analysis was done. |
| Language | The language selected for the given analysis. |
| Topics | Percent of topics found in given analysis. |
| Contact reasons | Total number of conversations associated with the contact reason. |
| Service contacts | Number of contacts for a given ECM analysis or topic. |
| % of Service contacts | For the contact type, the percentage of total contacts. For example, out of one hundred contacts, there are thirty-four emails, so the email contact type is thirty-four percent. |
| Avg duration (Mins) | Duration of conversations associated with this topic. |
| Avg turns | Average number of turns (conversation responses) in a given conversation. |
| Avg cost per interaction | The total cost is based on an input value provided during setup for an estimate of the hourly cost for your service reps (hourly rate times average handle time). |
| Top topics by volume | Top contact topics, sorted by number of conversations that contain that topic. |
| Top contact reasons by volume | Top reasons, sorted by number of conversations with that contact reason. |