What is the language split of conversations on my bot?
Written by Soham Amburle
Updated on October 23rd, 2021
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Language Usage shows the split of languages, conversations, and bot automation percentage for all the languages users are interacting in, on the IVA. This section helps in understanding capabilities that should be added to support end-users who reach out in different languages.
What does language(s) mean?
This section helps in understanding the split of different languages your users are interacting in with the IVA.
If a user talks in a language that is not enabled on the bot, the bot will give a bot break and it will be tagged under default language English and the automation number for English will be affected.
How are conversations calculated under Language Usage?
Conversations show the split of languages in which the users are interacting with the IVA.
Formula = No. of conversations (in that language) / Total no. of conversations X 100
The message which was spoken by the user towards the end of the conversation is considered as the language in which the user interacted with the IVA. If in the conversation, the first half of the conversation is in English and the rest is in Hindi, the conversation counter would go up for Hindi as the last message was in Hindi.
When you hover over the Conversation %, you can see the conversation count as shown below -
How is bot automation calculated under Language Usage?
Formula = No of conversations (in that language) that didn't have a Bot break or Agent handover / Total number of conversations (in that same language) x 100
