📈 The Dashboard

Welcome to your Siena Dashboard! This is your one-stop-shop for monitoring Siena's performance and understanding how effectively it's automating your customer interactions. Let's dive in and explore what each metric means.

Navigating the Dashboard

On your dashboard, you can monitor Siena's performance per individual metrics. You can filter these metrics by channel or specific time frame. If you scroll down to the bottom, you'll see a preview of the top automations. To see the full details, simply click the "View Analytics" button or click the Analytics tab on the left panel.

Understanding the Metrics

• Total Conversations: This is the total number of messages synced from your channels to Siena. We compare this number with the total number of automated conversations to calculate the automation rate. Hover over the little ? icon to see the "post-moderation" conversations count, which excludes conversations filtered or skipped by Siena.
   
  • Total Post Moderation Conversations - This indicates the total number of conversations handled after applying filters such as RBE rule and Content Moderation settings.

• Automation Rate: This is the percentage of conversations that have been automated. A higher automation rate means Siena is efficiently managing conversations without human intervention. The formula is (Automated conversations / Total conversations) * 100. Hover over the ? icon to see the "post-moderation" automation rate.
  
  • Post Moderation Automations Rate: This shows the automation rate after applying filters like keyword exclusions. The formula to calculate your automation rate is (Automated Conversation / Total Post Moderation Conversation) * 100.
    
    
• Automated Conversations: This metric shows the total number of conversations that have been successfully automated. It serves as an effective tool to monitor your automation progress and pinpoint areas for further optimization in Siena.

  Here is what automated conversations include while counting:

  • Sent Responses by Siena AI to helpdesk(Intentless Mode, Internal Note, Knowledge Source, Conversational Mode).

  Here is what we don’t count as automation:

  • Collaborative AI Routing

  • RBE rules

  • Playground conversations

  • Copilot Actions

  • Automation Skip Response action case that skipped conversations

  
  The formula for counting automated conversations is Automated Conversations by Response + Automated Conversations by Internal Note.

  We categorize automated conversations into three different types:

  • Automated Conversations by Responses → Responses that were sent to customers directly.

  • Automated Conversations by Internal Note → Internal notes are messages that were sent to your helpdesk as notes where your agents can have ready responses on their hand.

  • Automated Conversations by Copilot Actions (This metric is not included as automated conversation) → Copilot Actions are the count of messages we generated for Gorgias helpdesk via our Copilot Widget. 

    

• Time Saved: This metric provides an estimate of the time your automation has saved your support team. It is calculated by comparing the time a human would have taken to handle the conversation versus the time it took for the automation to handle it. Keep an eye on this number to understand the efficiency gains the platform is providing! It is calculated using the following formula: Number of automated conversations * 2.3 minutes (the approximate time saved by automation).
  
  
  
• Routed: Rate of automated conversations routed to the team by Siena. It is calculated using the next formula (Number of routed conversations / Automated conversations) * 100. It also provides the total count of routed conversations.
  
  
  
• CXP (Conversation Experience Score): The Customer Experience Score is a more comprehensive metric than the CSAT score. It evaluates multiple data points, including CSAT, sentiment, response accuracy, issue resolution, empathy, emotional quotient, and ease of handoffs where necessary. The score is determined after interaction with the customer and subsequent evaluation of the conversation. 
  
  
  For Total Conversations, Automation Rate, Automated Conversations, Time Saved and CXP we have comparison with the previous time range.

Customizing filters

You can utilize channel and time-based filters to query your organization's analytics data here.

By default, All Channels and Past 30 days are selected. Feel free to adjust the channels and dates according to your specific needs.

You'll find various channel filter options which enable you to filter by any of these channels. This offers flexibility when measuring your channel-specific analytics.

To view the metrics within a specific date range, click the calendar button in the upper right corner of the dashboard. This feature enables you to customize dates and view time-specific results, providing a more personalized insight into Siena's performance.

Automation Line Charts

In this section, we display the Automation Rate, Total Conversations, Total Automation Conversations, and CXP scores in the line charts. The line chart presents the data based on the selected time range. You can hover over the line chart to see the values for specific dates.

Top Automations

The top 5 automations refer to the most frequently used automations in your organization. They are displayed based on your selected time range, which, by default, covers the last 30 days.

We also display the total count of live automations for this organization.

Visit the Analytics page to view the performance of all automations. Here, you can see the name, category, triggered, sent, routed, and CXP for each automation.

Here's what each metric means:

• Name: The name of the automation.
• Category: The category of automation.
• Triggered: Total number of times automation was triggered irrespective of whether Siena providing a response or not in a conversation e.g. Siena just closed a ticket with no response.
• Sent: Total number of messages Siena sent as a result of this automation.
• Routed: The percentage of automation Sent that was routed to an agent.
• CXP: After Siena engages with the customer, each conversation is evaluated and assigned a CXP (Conversation Experience) score. It is calculated the same way as the total CXP for automation.
• Live: This metric shows the number of live automations currently active in your account. You can see the specific list of these live automations in your Library. Our long-term goal is to have more live automations to significantly increase your automation rate.

We hope this guide helps you navigate your Siena Dashboard with ease. If you have further questions, don't hesitate to reach out to our CS/Support team. We're here to help!