Homepage metrics explained

This page explains the metrics shown on your Engage homepage. It also includes short examples so you can check your numbers at a glance.

Tip: use the date filter in the top right to change the window. All numbers update to match the selected range.

Total Interactions

The count of all customer interactions that entered Talkative in the selected time window. This includes conversations handled by the chatbot, by agents, or both.

Handled

What it is

• The number of interactions that were touched by a given party.

• You will see separate handled counts for Agent Interactions and Chatbot Interactions.

How it works

• Each party gets +1 if they took part in the interaction at any point.

• A single interaction can contribute to both the chatbot handled total and the agent handled total.

Example

• Flow: chatbot -> agent -> chatbot

• Result: chatbot handled +1 and agent handled +1.

Handle time (min)

What it is

• The average time each party spent in active conversation across all interactions in the selected window.

• Calculated separately for chatbot and for agents.

What counts

• Time while the chatbot is messaging the customer.

• Time while an agent is in an active conversation with the customer.

What does not count

• Time waiting in a queue or on hold.

Example

• Interaction timeline: 12 min with chatbot -> 5 min in queue -> 2 min with Agent A -> 3 min in queue -> 8 min with Agent B.

• Chatbot handle time for this interaction: 12 min.

• Agent handle time for this interaction: 2 + 8 = 10 min.

• The dashboard shows the average across all interactions in the range.

CSAT

What it is

• The percentage of interactions with feedback that had a positive rating.

• Calculated separately for chatbot and for agents.

Notes

• If an interaction has no feedback, it does not affect CSAT.

Missed interactions

What it is

• The percentage of interactions that were not accepted in time by an agent.

Notes

• These are interactions that reached the point of needing an agent but were not accepted.

Deflected interactions

What it is

• The percentage of interactions that stayed with the chatbot and never needed a transfer to an agent.

Example

• If 10 interactions started with the chatbot and 3 were handed to agents while 7 were fully resolved by the chatbot, deflected interactions = 7 out of 10 = 70%.

Quick worked examples

Scenario A

• 5 interactions total.

• 3 were chatbot only. 2 went chatbot -> agent.

• Handled: chatbot = 5, agent = 2.

• Deflected: 3 of 5 stayed with chatbot = 60%.

Scenario B

• One interaction with timeline: 8 min chatbot -> 4 min queue -> 6 min Agent -> 2 min back in queue -> 1 min Agent B

• Chatbot handle time contribution = 8 min.

• Agent handle time contribution = 7 min.

• If this is the only interaction today, the dashboard will show chatbot handle time 8 min and agent handle time 7 min.

FAQ

Why do handled totals for chatbot and agents not always match Total Interactions?

• Handled is counted per party. A single interaction can be counted once for chatbot and once for agents.

Does queue time affect handle time?

• No. Handle time is just the total time spent with a customer.

How is CSAT calculated when both chatbot and agents touched the interaction?

• If an interaction has feedback, it contributes to CSAT for each party that took part. CSAT is calculated as total number of positive feedback / total number of feedback.

When is an interaction considered missed?

• When the customer has ended an interaction without an agent joining.

Are Voice AI interactions counted as chatbot interactions?

• Yes - any VoiceAI interaction handled by our bot counts toward Chatbot Interactions for Handled, Handle time, CSAT, and Deflected metrics.