What is an engagement rate exactly?

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Posted on by HamidBee

930 Super User 2024 Season 1

I have read the definition of engagement rate on the MS documentation and it reads as the following:

"The percentage of total sessions that are engaged sessions. An engaged session is a session in which a user-created topic is triggered, or the session ends in escalation. Engaged sessions can have one of three outcomes—they are either resolved, escalated, or abandoned."

I didn't understand this definition properly. What is meant by a 'user-created topic'. Can someone please provide me an example?.

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HamidBee 930 Super User 2024 Season 1 on at

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Re: What is an engagement rate exactly?

Thank you for the very detailed explanation. This was very clear to understand.
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mboninco on at

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Re: What is an engagement rate exactly?

A user-created topic is one that you create yourself. Most of the topics that are automatically added when you create your bot are system topics. These are topics such as the Greeting topic and End of Conversation topic.
You can identify the system topics the cog icon in the Type column and have an Always on status.

The engagement rate gives you an indication of how often users of your bot are interacting with your content. For example:

A user that only sees the greeting message and then leaves the conversation would not count as an engaged session but is included in the total session count. This will lower the engagement rate.

A user interacting with a topic that you created (or one of the lesson topics that are included) would count as an engaged session, increasing the engagement rate.
The topics in the red boxes below are the system topics.
-- Mike Bonincontri