When you create a feed, your feed will generate reports to help you understand and share the results of conversations in a data-driven fashion
In this section, we cover the key metrics in your reports, what they mean, and how they're calculated.
There are four different ways to "breakdown" data into reports within Caravel:
- By Feed
- This gives you insight into the aggregate metrics of your entire feed
- By Classifier (Coming soon)✨
- This gives detailed insight into sentiment, satisfaction, and frequency of mention of each classifier
- By Customer (Coming soon)✨
- This gives detailed insight into customer accounts, customer sentiment, and topics of interest for customers
- By Team (Coming soon)✨
- This gives detailed insight into your team's interactions with customers
Net metrics measure the net value of sentiment and engagement in your conversations. Caravel currently provides insight into the following:
This measures the average sentiment of your entire feed within the selected date range. It takes into account the sentiment score of every classified statement from conversations in your feed. Sentiment score is reported on a scale from -100 to 100. With -100 being the most negative and 100 the most positive.
This is what Feed sentiment looks like in your report
Within the Feed sentiment chart, you also get the change in score. This represents the difference in average sentiment for your selected date range compared to the prior period.
This green badge indicates sentiment is improving!
This is the total number of conversations that happened within the selected date range in your feed.
This is the total number of messages in every conversation that happened within the selected date range in your feed.
This measures the overall satisfaction of your feed on a percentage scale of 0% - 100%, with 0% being most dissatisfied and 100% being most satisfied. This score is calculated using sentiment predictions by taking the number of positive and very positive classifications and dividing them by the total number of classifications.
This is what Feed Satisfaction looks like in your report
Over time charts display the net change in average or accumulated values over the time of the selected date range. Depending on how big the date range is, the plotted values can be averaged over a single day, week, or month.
This plots the change in average sentiment score over the date range, from -100 to 100. On dates where no conversations occur, the plotted sentiment value will remain unchanged.
This is what Average sentiment over time looks like in your report
This plots the total number of conversations in the feed per day, week, or month, over the selected date range.
This is what Conversations over time looks like in your report
This is a data table that reports on the average sentiment, sentiment score, total conversations, and satisfaction for every classifier in your feed. It also reports on the changes in sentiment score, conversations, and satisfaction for each classifier.
This is what Classifications data table looks like in your report