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AurionAI

Channel analytics

3 min readBy Emmanuel Yazbeck

The Channels tab shows how customers reach you and how well your self-service works. It covers your Help Center articles, your email mailboxes, your knowledge base and the most common conversation topics.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Every dashboard role can open it.

Prerequisites

Open channel analytics

  1. In the sidebar, select Analytics.
  2. Select the Channels tab.
  3. Choose the period in the filter bar. Read Choose the period.

The Channels tab with the Help Center, email and knowledge base figures.

Help Center deflection

The Help-Center Deflection box counts the published articles that were published in the chosen period. For these articles it shows:

  • Published articles: the number of articles.
  • Total views: all views of these articles since they were published.
  • Helpful feedback: how many times readers marked them as helpful.
  • Deflection proxy: the share of helpful votes among all helpful and not helpful votes.

Views and votes are totals since publication. They are not limited to the chosen period.

Email channel metrics

The Email Channel Metrics box shows:

  • Active channels and Total channels: your connected mailboxes today, active and all.
  • Inbound messages: email messages that customers sent in the chosen period.
  • Outbound messages: agent replies that AurionAI sent by email in the chosen period.
  • Bounced contacts and Complained contacts: contacts whose email address bounced or who reported your email as spam. These are current totals for all contacts, not for the period.

Knowledge base analytics

The Knowledge Base Analytics box always covers all published articles. It does not follow the chosen period.

  • Published articles: all published articles.
  • Total views: all views of these articles.
  • Helpfulness rate: the share of helpful votes among all votes.
  • AI resolutions: knowledge base searches in the last 30 days that answered the question without a new ticket.

Top topics

The Top Topics table lists the tags that appear on the most conversations created in the period. It shows up to 10 tags.

  • Conversations: the number of conversations with this tag.
  • Share: this number divided by the number of conversations that have at least one tag.

Tags here are the labels on conversations, not the tags of knowledge base articles. AurionAI counts tags without regard to capital letters. A conversation with several tags counts once for each tag.

Result

The tab shows the figures for the chosen period, except the totals described above. The figures are computed from your current records each time the page asks for them, about every minute. Select Refresh to ask at once.

If something goes wrong

  • Error loading conversation analytics The figures could not load. The message gives the reason when the server sends one. Select the retry button if it is shown, or change the period.
  • No topic tags available. No conversation in the period has a tag.
  • The Help Center box shows zero, but customers read articles. The box counts only articles published in the chosen period. Choose a longer period, or read the Knowledge Base Analytics box.
  • The email figures are zero. No mailbox is connected, or no email arrived in the period. Read Connect an email mailbox.
  • The tab is missing. Your organization uses the AI Voice profile.

Still stuck? Submit a request or .