Message

A Message is a text sent from or received by a Virtual Agent or human agent during a text-based Conversation.

Common Scenarios

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

Chat Messages

Scenario: As a data consumer/analyst, I want to monitor random chat conversation transcripts to check for PII data being exchanged so that we can be GDPR compliant.

How: To achieve this, use Message ID and Text dimensions, filtered by Conversation Started Date.

Chat Transcripts Review

Scenario: As a data consumer/analyst, I want to check the chat flow for a specific conversation so that I can understand whether a customer's request was satisfactorily serviced by the virtual or human agent.

How: To achieve this, use UserType, Direction, Sent Millisecond and Text dimensions, filtered by Conversation ID.

Messages Sentiment by Intent

Scenario: As a data consumer/analyst, I want to analyze the message sentiment by intent so that I can gauge the customers' mood.

How: To achieve this, use Intent, Sentiment (pivoted) dimensions and Message (Count) measure, filtered by Conversation Started Date.

Message Intent Score

Scenario: As a data consumer/analyst, I want to analyze the message intent score so that I can gauge the NLU's confidence to service a particular intent.

How: To achieve this, use Intent and Sentiment (pivoted) dimensions with Message (Count) measure, filtered by Conversation Started Date.

Data Dictionary

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