{"componentChunkName":"component---src-templates-tree-layout-js","path":"/tutorials/Data_Intelligence_Tutorials/Conversation/","result":{"data":{"content":{"frontmatter":{"title":"Conversation Scenarios","description":"Learn to access and manage common scenarios for analyzing Conversation data.","show_cards":null},"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Conversation/","current":"Conversation","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"html":"

Conversation

\n

A Conversation is any service engagement or event generated by the Conversation Platform and\nadministered by the Virtual Agent; it can be a chat, a voice call or a Service Request.

\n

Common Scenarios

\n

Below are some examples of common scenarios for analyzing Conversation data.

\n

Conversations By Channel

\n

Scenario: As a data consumer/analyst, I want to see the breakdown of conversations, as a\nfunction of conversation count for all Expedia partner/entities, to understand the outreach\nof customers on our various partners in the past 'x' number of days/months.

\n

How: To achieve this, select the following in the Customer Experience Explore V2:

\n\n

\n \n \n \n \n

\n

Conversations By Product

\n

Scenario: As a data consumer/analyst, I want to know the conversations by product\nserviced by the Conversation Platform.

\n

How: To achieve this, select the following in the Customer Experience Explore V2:

\n\n

\n \n \n \n \n

\n

Agent Conversations

\n

Scenario: As data consumer/analyst, I want to know the percentage of conversations (chat/voice)\nwhere a human agent is requested so that I can gauge the effectiveness of the Virtual Agent and\nmake necessary improvements.

\n

How: To achieve this, select the following in the Customer Experience Explore V2:

\n\n

\n \n \n \n \n

\n

Conversation Self-Service Rate

\n

Scenario: As data consumer/analyst, I want to compare how many conversations were\nagent-assisted versus self-serviced for each product.

\n

How: To achieve this, select the following in the Customer Experience Explore V2:

\n\n

\n \n \n \n \n

\n

Customer Engagement

\n

Scenario: As data consumer/analyst, I want to know the customer's engagement on the platform\nso that I can research root cause and recommend corrective actions.

\n

How: To achieve this, select the following in the Customer Experience Explore V2:

\n\n

This will display different types of customer engagement:

\n\n

\n \n \n \n \n

\n

Contained Conversations

\n

Scenario: As a data consumer/analyst, I want to know the percentage of conversations\nthat are contained and those that are not.

\n

How: To achieve this, select the following in the Customer Experience Explore V2:

\n\n

\n \n \n \n \n

\n

Completed Surveys

\n

Scenario: As a data consumer/analyst, I want to know the number of surveys completed from\nthose that were offered in order to gauge effectiveness of our surveys.

\n

How: To achieve this, select the following in the Customer Experience Explore V2:

\n\n

\n \n \n \n \n

\n

Data Dictionary

\n

For a list of available fields and their descriptions, refer to the\nConversation Data Dictionary.

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