Answers
Advanced analytics
Data types

Data types

This section shows information about the data types.

Metrics

Metrics are numeric data that are calculated based on occurrences. The values of the metrics change constantly over time with new data. Metrics are in the form of numbers. They can be a whole number, a number to the nearest decimal point (1.0), or a percentage.

The use and results of these metrics depend on the context. Example: If you filter the Dialogs Triggered metric by dialog, the report shows the number of times a specific dialog was triggered. If you filter the Dialogs Triggered metric by session, the report shows the number of dialogs that were triggered in a specific session.

In the Insights editor, metrics are grouped by related objects. Example: In the following image, the API Success Responses metric is present under Answers API Call.

metrics list

View information about a metric

To view the information about a metric, in the Insights editor, hover over the question mark symbol against the metric.

Details about the attribute

Alternatively, after you drag a metric to the Insights editor, hover over the question mark symbol against a metric to view its information.

Details about the attribute

Available metrics

The following table shows the metrics that are available for custom insights and custom dashboards. The table shows the purpose of each metric and the formula that is used to calculate the metric.

MetricDescriptionFormulaRelated Object
API Success ResponsesThe number of 'API Success' responsesSELECT SUM(Number of Events) WHERE API Response Success = 1Answers API Call
Average API Response TimeThe average response time of an API callSELECT SUM(Response Time)/SUM(Number of Events)Answers API Call
Chatbot Containment RateThe percentage of completed sessions that were not escalated to an agentSELECT (SELECT Sessions WHERE Expiry Reason NOT IN (AGENT_TAKEOVER, TRANSFER_TO_AGENT) ) / SessionsChatbot
Dialogs TriggeredThe number of times a specific dialog was triggeredSELECT IFNULL(Total Users Dialog,0) + (select 0*_Filter Dialog Fact)Dialog
Number of Sessions per DialogThe number of sessions that went through a specific dialogSELECT COUNT(Session ID, Records of Dialog Fact)Dialog
Session Ending Dialog (%)The percentage of sessions that ended with a specific dialogSelect IFNULL( ( (Select SUM(Dialog Trigger Count) where Event Type <>DIALOG_START) / (Select SUM(Dialog Trigger Count) BY ALL OTHER where Event Type<>DIALOG_START WITHOUT PF EXCEPT Date (Start Date),ChatBot) ) ,0)Dialog
Session Starting Dialog (%)The percentage of sessions that started with a specific dialogSelect IFNULL( ( (Select SUM(Dialog Trigger Count) where Dialog = Start Dialog ) / (Select SUM(Dialog Trigger Count) BY ALL OTHER where Dialog = Start Dialog) ),0)Dialog
Users Triggered DialogThe total number of end users who interacted with a specific dialog (including dialogs without end users)SELECT IFNULL(Total Users Dialog,0) + (select 0*_Filter Dialog Fact)Dialog
Number of Users per IntentThe number of end users who triggered a specific intentSELECT IFNULL(Total Users Intents,0) + (select 0*_Filter Intent Fact)Intent
Intents Recognized (Count)The total number of the times the chatbot recognized an intentSELECT IFNULL(Total Users Intents,0) + (select 0*_Filter Intent Fact)Intent
Session Starting Intent (%)The percentage of sessions that started with a specific intentSelect IFNULL ( (Select sum(Intent Recognized Count) where Intent Start = YES) / (Select Count(Session ID,Records of Session Fact) by all other) ,0)Intent
Avg. Inbound Messages per Engaged SessionThe average number of inbound messages (from end user) per engaged session.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.
SELECT Total Messages Inbound Engaged / Sessions EngagedMessage
Avg. Inbound Messages per SessionThe average number of inbound messages per sessionSELECT Total Messages Inbound/SessionsMessage
Avg. Messages per Engaged SessionThe average number of messages per engaged session.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.
SELECT Total Messages/SUM(Sessions) where Session Inbound Messages > 1Message
Avg. Messages per SessionThe average number of messages per sessionSELECT Total Messages/SUM(Sessions)Message
Avg. Outbound Messages per Engaged SessionThe average number of outbound (from chatbot) messages per engaged session.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.
SELECT Total Messages Outbound Engaged / Sessions EngagedMessage
Avg. Outbound messages per SessionThe average number of outbound messages per sessionSELECT Total Messages Outbound / SessionsMessage
Session Inbound MessagesThe total number of inbound messages per sessionSelect SUM(Message Count) by Session ID where Direction=INBOUNDMessage
Total Inbound Messages per Engaged SessionThe total number of inbound (from end user) messages per engaged session.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.
Select Total Messages Inbound where Session Inbound Messages > 1Message
Total Inbound Messages per SessionThe total number of inbound messages per sessionSelect Total Messages Inbound by all other except Session IDMessage
Total Messages InboundThe total number of inbound messagesSELECT Total Messages where Direction=INBOUNDMessage
Total Messages OutboundThe total number of outbound messagesSELECT Total Messages where Direction=OUTBOUNDMessage
Total Messages Outbound per Engaged SessionThe total number of outbound (from chatbot) messages per engaged session.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.
Select Total Messages Outbound where Session Inbound Messages > 1Message
Total Messages Outbound per SessionThe total number of outbound messages by sessionSelect Total Messages Outbound by all other except Session IDMessage
Total Messages per Engaged SessionThe total number of messages per engaged session.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.
SELECT Total Messages where Session Inbound Messages > 1Message
Total MessagesThe total number of messagesSELECT SUM(Message Count)Message
Total Unrecognized Inbound MessagesThe number of inbound messages for which the intent was not recognizedSELECT SUM(Message Received Count)Message
Average Interaction DurationAverage duration of an interactionSelect AVG(Interaction Duration) where Date (Start Date) between Timeline Start and Timeline EndSession
Average Session DurationAverage duration of a sessionSelect AVG(Session Duration) where Date (Start Date) between Timeline Start and Timeline EndSession
Avg. Engaged Session DurationAverage duration of engaged sessions.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.
Select Avg. Session Duration where Session Inbound Messages > 1Session
Engaged Sessions Ratio (%)The percentage of sessions that were engaged.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.
SELECT Sessions Engaged / SessionsSession
Number of Engaged SessionsThe number of engaged sessions.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.
Select Sessions where Session Inbound Messages > 1Session
Number of SessionsThe total number of sessionsSelect Count(Session ID,Records of Session Fact)Session
Session API CallsThe total number of unique API callsSELECT SUM(Number of Events)Session
Session DurationThe total duration of a session Session
Avg. Sessions per UserThe average number of sessions per end userSelect Sessions/UsersSession
Avg. Session CSAT ScoreThe average of session CSAT survey scoreSELECT SUM(Score) / COUNT(Records of CSAT Survey) WHERE NOT (Score = (empty value))Session CSAT
Session CSAT Happy PercentageThe percentage of happy CSAT session responses in all responsesSELECT (SELECT SUM(CSAT Count) WHERE Score = Happy)/(Select SUM(CSAT Count) WHERE Score IN (Not Happy,Happy))Session CSAT
Session CSAT Not RespondedThe number of session CSAT surveys without a responseSelect SUM(CSAT Count) where Response Success = 0Session CSAT
Session CSAT RespondedThe number of session CSAT surveys respondedSelect SUM(CSAT Count) where Response Success = 1Session CSAT
Session CSAT Response Rate (%)The session CSAT survey response rate in %Select Session CSAT Responded/SUM(CSAT Count)Session CSAT
Session CSAT Responses (Score and Comment)The number of sessions with both CSAT score and commentSelect SUM(CSAT Count) where Response Success = 1 and Feedback Response Success = 1Session CSAT
Session CSAT Responses (Score Only)The number of session CSAT responses with score onlySelect SUM(CSAT Count) where Response Success = 1 and Feedback Response Success = 0Session CSAT
Avg. Engaged Sessions per Engaged UserThe average number of engaged sessions per engaged end user.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.

An engaged end user is one who initiated the session and then sent a minimum of 1 message to the chatbot.
SELECT Sessions Engaged / Users Engaged (within period)User
Chatbot UsersThe total number of end users who interacted with the chatbots within the selected timeTimeline date filter is requiredSelect Count(User ID,Records of Session Fact) where Date (Start Date) between Timeline Start and Timeline EndUser
Chatbot Engaged UsersThe total number of engaged end users.

An engaged user is one who initiated the session and then sent a minimum of 1 message to the chatbot.

Timeline date filter is required.
Select Count(User ID,Records of Session Fact) where Session Inbound Messages > 1 and Date (Start Date) between Timeline Start and Timeline EndUser
New Engaged UsersThe total number of new end users who initiated the session and then sent a minimum of 1 message to the chatbot.SELECT ( Select Count(User ID,Records of Session Fact) where (select min(select _ System Start Date by Records of Session Fact,Date (Start Date)) by User ID,all other with pf except Date (Start Date)) >= (select min(Date (Start Date)*SIGN(_ System Start Date)) by all other) AND Session Inbound Messages > 1 )User
New UsersThe total number of new end usersSELECT ( Select Count(User ID,Records of Session Fact) where (select min(select _ System Start Date by Records of Session Fact,Date (Start Date)) by User ID,all other with pf except Date (Start Date)) >= (select min(Date (Start Date)*SIGN(_ System Start Date)) by all other) )User
Returning Engaged UsersThe number of returning end users who initiated the session and then sent a minimum of 1 message to the chatbot.Select IFNULL(( Select Count(User ID,Records of Session Fact) where (select min(select _ System Start Date by Records of Session Fact,Date (Start Date)) by User ID,all other with pf except Date (Start Date)) < (select min(Date (Start Date)*SIGN(_ System Start Date)) by all other) AND Session Inbound Messages > 1),0)User
Returning UsersThe total number of end users who were active during the selected period, and had interacted with a chatbot before that period started.Select IFNULL(( Select Count(User ID,Records of Session Fact) where (select min(select _ System Start Date by Records of Session Fact,Date (Start Date)) by User ID,all other with pf except Date (Start Date)) < (select min(Date (Start Date)*SIGN(_ System Start Date)) by all other)),0)User
New vs Returning User FlagThe status of each end user (New or Returning user)Select New UsersUser
User Retention RateThe percentage of returning end users within the selected time periodSELECT Returning Users / UsersUser

Attributes

In the Insights editor, attributes are grouped by related objects. Example: In the following image, the API Request Type attribute is present under Answers API Call.

Attributes list

View information about an attribute

To view the information about an attribute, in the Insights editor, hover over the question mark symbol against the attribute

Details about the attribute

Alternatively, after you drag an attribute to the Insights editor, hover over the question mark symbol against an attribute to view its information.

Details about the attribute

Available attributes

This section shows information about the attributes that are available for custom insights and custom dashboards.

AttributeDescriptionRelated Object
Original URLThe value of the original URLAnswers API Call
API Request TypeThe type of the request. This is usually GET or POSTAnswers API Call
API Response CodeThe standard HTTP response status codes of the responseAnswers API Call
URLThe value of the URL, which might differ from the original URLAnswers API Call
User IDThe unique ID for every end user who interacted with the chatbotAnswers User
Chatbot InfoThe unique identifier of the chatbot. This can be a chatbot name or an IDChat Bot
Chatbot NameThe name of the chatbotChat Bot
Chatbot Element TypeThe dialog and other chatbot element typesChat Bot
Customer's Company CountryThe country of origin of the end user's companyCustomer
Customer's Company IndustryThe industry to which the end user’s company belongs, based on their primary business activityCustomer
Customer's Company NameThe full name of the of the end user's companyCustomer
Customer's Company RegionThe region of the end user's companyCustomer
Customer's Company SegmentThe segment of the end user's companyCustomer
Customer InfoInformation about the end user. Includes ID, name, or stored value from PeopleCustomer
Dialog InfoThe information (ID or name) about the dialogDialog
Dialog NameThe name of the dialogDialog
Is Start Dialog?Indicates whether the dialog is a Start dialog (Y) or not (N)Dialog
Global Dialog IDThe global ID of the dialogDialog
Intent InfoThe information (Unique ID or name) about the intentIntent
Intent NameThe name of the intentIntent
Session Start IntentSpecifies whether this was the starting intent (Y) for the session or not (N)Intent
Message DirectionThe direction of the message (inbound or outbound)Message
Session Uncertain MessageThe message that is described as uncertainMessage
Session Start MessageDisplays the first message that was sent to the sessionMessage
Is Session Engaged?The binary attribute that indicates whether the session is engaged.

An engaged session is one in which an end user initiated the session and then sent a minimum of 1 message to the chatbot.
Session
Session Expiry ReasonThe reason a session expiredSession
Session IDThe unique identifier of the sessionSession
Session Start DialogThe ID of the dialog at the start of the sessionSession
Session CSAT CommentThe comment that the end user provided about the session in the surveySession CSAT
Session CSAT ScoreThe score that the end user provided about the session in the surveySession CSAT

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