---
schema_version: "1"
id: 82b75b5ac1486e6bf0690f7f1ae4fb34db67f1c46652026695edd4e40374f4e6
title: Service Intelligence Einstein Conversation Mining Dashboard
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_mining.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_mining.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: be1d8c58d7a849ae5761cb8779f5379c77cfeefed6424a6bf4fd62c350a14089
description: 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.
products:
  - Service Cloud
release: "264"
---
# Service Intelligence Einstein Conversation Mining Dashboard

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

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).

![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_conversation_mining.png)

 
| 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. |