Quality Assurance FAQs

What is the Quality Assurance Dashboard?

The Quality Assurance Dashboard provides insights into chatbot performance across different products and profiles using key metrics such as Average Conversation Duration, Average Interactions per Conversation, Recognition Rate, and Recognition Rate Over Time. For more information, see the Quality Assurance Dashboard page.

How are the metrics computed?

Metrics are computed by logging each user interaction with the GenAI chatbot in real-time, including handovers to live agents and instances where the chatbot fails to respond.

Can I change the time frame for viewing metrics?

Yes, you can select different time frames (last 7, 14, or 30 days) to view the metrics.

From when are the metrics available?

Metrics are available starting from May 23, 2024, or from your account creation date if it's later.

Why are some days showing a 0% recognition rate?

Days with no conversations will show a 0% recognition rate. This does not indicate a problem, but simply reflects no data for those days.

What should I do if the Recognition Rate is low?

A low Recognition Rate suggests that the AI Engine is not responding effectively to user queries. This is likely caused by a lack of (proper) knowledge. Please review which files/links you have added & synced to your knowledge (see here for more information).

Can I compare metrics across different profiles simultaneously?

Currently, the Quality Assurance Dashboard allows you to view metrics for one profile at a time. To compare metrics, you will need to switch between profiles and manually note the differences.

Are the metrics updated in real-time for all profiles?

Yes, metrics are logged and updated in real-time for all profiles, ensuring you have the most current data available for analysis.

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