AI Agents (Cognigy) Metrics

The integration between NiCE CXoneDashboards and AI Agents (Cognigy) combines NiCE CXone’s reporting, visualizations, and metricsClosed Statistics you can measure to keep track of your contact center. with AI Agents (Cognigy)’s advanced conversational automation. These metrics help you monitor virtual agent performance, customer interactions, and overall automation effectiveness directly from your dashboard.

This page provides you with detailed information about the various Cognigy AI metrics available in the Dashboard metric widgets. By clicking on the Learn More and Use Case dropdowns below, you can access additional details about each metric, including metric type, calculations, filters, supported channels, metric direction, and use cases.

AI-to-Human Handover

Displays the number of times a human agent was contacted within the filtered on the self-service session start timestamp. Multiple handovers can occur within a single self-service session.

  • Metric Type: Historical

  • Calculation: Add all values in the ESCALATION_COUNT field to get the overall number of escalations across all sessions

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: Down, a lower metric value is best

A customer interacts with your AI Agents (Cognigy) virtual agent to get help. The goal is for the virtual agent to solve the customer’s problem without a human agent. However, sometimes the bot can't find a solution and must escalate the conversation—for example, by connecting the customer to a live agent or sending the case to another workflow.

Avg AI Msg Response Time

Displays the average time in milliseconds it takes to execute a Flow process.

  • Metric Type: Historical

  • Calculation: sum(message_execution_seconds) / count(customer_message_identifier)

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: Down, a lower metric value is best

Avg Intent Score

Displays the average Intent score for the selected time span. Higher Intent scores indicate better AI Agent performance in matching user queries.

  • Metric Type: Historical

  • Calculation: sum(intent_score) / count(customer_message_identifier)

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: Up, a higher metric value is best

Cost Savings

Displays the total cost savings for completed and partially completed goals.

  • Metric Type: Historical

  • Calculation: cost_savings_amount

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Project
    • Goals

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

    • Goals

  • Metric Direction: Up, a higher metric value is best

Customer Msgs with AI

Displays the number of inputs entered by the End Users (customers) displayed over a period of time.

  • Metric Type: Historical

  • Calculation: count(self_service_message_analytics_fact.customer_message_identifier)

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: N/A

Escalation Rate

Displays the percentage of sessions needing human assistance.

  • Metric Type: Historical

  • Calculation: Sessions Escalated / count of Self service sessions

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: Down, a lower metric value is best

Goals Completed

Displays the total number of completed goals.

  • Metric Type: Historical

  • Calculation: goal_total_completion_count

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Project
    • Goals

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

    • Goals

  • Metric Direction: N/A

Goals Incomplete

Displays the total number of incomplete goals.

  • Metric Type: Historical

  • Calculation: GOAL_INCOMPLETE_COUNT

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Project
    • Goals

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

    • Goals

  • Metric Direction: N/A

Goals Partially Completed

Displays the total number of partially completed goals.

  • Metric Type: Historical

  • Calculation: goal_partial_completion_count

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Project
    • Goals

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

    • Goals

  • Metric Direction: N/A

Intent Count

Displays the number of occurrences of matched intent.

  • Metric Type: Historical

  • Calculation: count(customer_message_identifier) where intent_score greater than 0

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: Up, a higher metric value is best.

Max Intent Score

Displays the maximum score of Intent.

  • Metric Type: Historical

  • Calculation: max of Intent Score

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: N/A

Min Intent Score

Displays the minimum score of Intent.

  • Metric Type: Historical

  • Calculation: min of Intent Score

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: N/A

Msgs with Max Intent

Indicates the number of Intents that were matched with 100% efficacy.

  • Metric Type: Historical

  • Calculation: count(customer_message_identifier) with intent score = 1

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: Up, a higher metric value is best.

Positive Self-Service Sessions

Indicates the total number of self-service sessions with Positive Ratings given as feedback by the end user.

  • Metric Type: Historical

  • Calculation: Counts the number of unique self‑service sessions where customers gave a positive rating (score = 1)

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: Up, a higher metric value is best.

Before reaching the contact center, a customer visits your support channel and starts interacting with the AI Agents (Cognigy) virtual agent. This is called a self‑service session. The bot guides the customer through troubleshooting steps, answers questions, and helps complete a task—all without involving a human agent.

At the end of the interaction, the bot asks the customer:

How would you rate your experience today?

The rating options include a Positive Rating, which is recorded as score = 1.

Revenue Earned

Displays the total revenue earned for each goal completed within the selected time period.

  • Metric Type: Historical

  • Calculation: revenue_earnings_amount

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Project
    • Goals

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

    • Goals

  • Metric Direction: Up, a higher metric value is best.

Self-Service Sessions

Indicates the total number of unique self-service sessions.

  • Metric Type: Historical

  • Calculation: Counts the number of unique self‑service sessions handled by the AI Agents (Cognigy) virtual agent

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: N/A

Before reaching the contact center, a customer visits your support channel—web chat, mobile app, or messaging—and is greeted by the AI Agents (Cognigy) virtual agent. This begins a self‑service session, where the bot tries to help the customer without involving a live agent.

Sessions Escalated

Number of sessions needing Human Assistance.

  • Metric Type: Historical

  • Calculation: Count of session ids where escalated count is greater than 0

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: Down, a lower metric value is best.

Sessions Started Last 15min

Total number of sessions started in the last 15 minutes.

  • Metric Type: Near Real-time

  • Calculation: Count of sessions started in the last 15 minutes

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: N/A

Your contact center uses the AI Agents (Cognigy) virtual agent as the first layer of support. Before a customer reaches a live agent, they typically begin their journey with a self‑service session handled by the bot.

The metric Sessions Started in the Last 15 Min shows how many new self‑service sessions have begun within the most recent 15‑minute window. This helps you see current traffic volume—in near real-time—to better understand how the metric is used.

Slot Count

Displays the top-rated number of slots.

  • Metric Type: Historical

  • Calculation: count(self_service_message_analytics.self_service_slot_matches)

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: N/A

Tasks Count

Displays the count of tasks completed within a time period.

  • Metric Type: Historical

  • Calculation: count(self_service_message_analytics.SELF_SERVICE_TASKS_COMPLETED)

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Customer Rating
    • Project

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

  • Metric Direction: N/A

Time Saved

Displays the total time saved for completed and partially completed goals.

  • Metric Type: Historical

  • Calculation: time_savings_seconds

  • Filters:

    • Timespan
    • Endpoint
    • Snapshot
    • Channel
    • Locale
    • Project
    • Goals

  • View By:

    • Endpoint

    • Snapshot

    • Channel

    • Project

    • Locale

    • Goals

  • Metric Direction: Up, a higher metric value is best.