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    Lorna Rickett
    Understanding the paths
    Topic posted April 30, 2019 by Lorna RickettSilver Trophy: 7,500+ Points, tagged Analytics 
    120 Views, 4 Comments
    Title:
    Understanding the paths
    Summary:
    Understanding the paths and numbers
    Content:

    Hi,

    I'm looking at the path analysis... the little numbers don't add up. I assumed the numbers meant how many conversations took that path and would therefore add up... what do they mean?

    Image:

    Comment

     

    • Ameur Baccoucha

      Hi

      i think that is the number of time this state was used but not sure 

    • Grant Ronald

      Would be good to get a little more context but what you are seeing is that 40 conversations went into qna.  3 times you "looped" around this  (possibly incorrect value?)

      Then 3 conversations went to expire and 25 went to unresolved.  The fact they don't add up to 40 possibly shows that conversations we're incomplete - you might be looking at only completed.  Copying in my colleague to have a look as well

    • Lorna Rickett

      Thanks, Grant. It was indeed just incomplete.

      Just filtered by intent qna but no other filters is attached - it's huge so I can't take a screenshot of the full image and I don't see an option to export it so hopefully it shows a bit more context.

      Is looping round a qna value just asking more questions without clicking?

    • Srikant Subramaniam

      Insights relies on a return transition to mark conversations as complete. But QnA has this transition also set to QnA. This is why you see incomplete as well as looping conversations. 

      We will have full support for QnA analytics in an upcoming release, so you can see unanswered vs answered questions, clicks vs no clicks, as well as other metrics to evaluate effectiveness of QnA. 

     

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