Olark Home
A quick look at some of the reporting features on our home page and their calculation details.
The Big Picture section
This section provides some overall trends in bar chart format so you can review these metrics at a glance. The numbers are updated in (nearly) real time.
Opportunities
Opportunities are the total number of conversations where a visitor sent at least one message (we intentionally exclude conversations that only contain messages from agents, bots, and/or automations.)
The big number is the median (note: not average) of the prior six months’ monthly number of opportunities. The current month’s opportunities are not included in the calculation.
Engagement
Engagement shows the median (note: not average) conversation duration, calculated from conversations in which there were messages sent by both a visitor and an agent or bot.
The big number is the median (note: not average) of the prior six months’ median durations. The current month’s duration is included in the big number calculation.
Coverage
Coverage is calculated from the number of conversations in which there were messages sent by both a visitor and an agent or bot. This number is a ratio of these conversations to the opportunities in the same time period, expressed as a percentage.
For example, if there were 100 conversation opportunities in a month and 50 conversations that did not require follow up, the ratio would be 50:100, or 50%
The big number is the median (note: not average) of the prior six months. The current month’s coverage number is not included in the calculation.
The Topics section
The topics section uses cutting edge AI to detect and report on the topics your visitors are discussing when they chat with you. Conversations may have more than one topic. *note that topic detection is not yet a perfect science and AI may label conversations differently than you would.
For each topic, a bar chart represents the % of those topic inquiries that were handled by an AI assistant, an agent, or were submitted via offline message.
The smile and frown emoji are suggestions of which topics you might want to review for successful interactions or those that may need attention.
PRO TIP: If you’d like to view and track different topics than those currently shown, complete the Introduce Yourself topic card at the top of the page. This will allow you to select up to 10 topics.
Clicking on a topic will display a monthly breakdown of topic volume and links to example transcripts that the AI included in that topic volume calculation.
