This describes the metrics which have been created to all accounts by default.
Chat Topics
name: Chat Topics
name_for_ai: chat_topics
description_for_ai:
Identifies all key topics discussed during the chat.
Customer Sentiment
name: Customer Sentiment
name_for_ai: customer_sentiment
description_for_ai:
Classification of the customer's overall sentiment based on the customer's tone, language, and emotional state. Outputs Positive, Neutral or Negative. Neutral if the sentiment was unclear.
Issue Resolved Status
name: Issue Resolved Status
name_for_ai: issue_resolved_status
description_for_ai:
Determines the final resolution status of the primary issue or query of the customer. Resolved if the issue was resolved during the conversation, Escalate if it needed escalation or off-line reply like email or Unresolved if there wasn’t resolution.
Initial Contact Reason
name: Initial Contact Reason
name_for_ai: initial_contact_reason
description_for_ai:
Summary of the customer's initial reason for contact in a single, concise sentence.
Count of products or services mentioned
name: Count of products or services mentioned
name_for_ai: count_of_products_or_services_mentioned
description_for_ai:
Count of the total number of distinct product or service names mentioned by the customer in the chat.