Using Spark overview

The Spark overview page provides insights into how Spark is being used across your environment. It displays live metrics on user activity, conversation flow, and overall engagement, helping you monitor performance and responsiveness.

Accessing the Spark overview page

To access the Spark overview navigate to Spark > Spark overview from the main navigation.

Using the timeframe picker

Use the timeframe picker in the top-right corner of the page to select a preset timeframe or a custom time period. The system applies the chosen timeframe to all widgets on the page. If you do not specify a timeframe, the default is last 30 days.

Using the Spark overview page

The Spark overview page includes three primary widgets:

• Usage summary

• Resolution distribution

• Conversations and resolutions overview

Usage summary

The Usage summary section gives you a high-level snapshot of Spark activity:

• Active users: Displays the number of users who interacted with Spark during the selected timeframe.

• Total conversations: Shows the total number of interactions or sessions initiated.

• Active conversations: Indicates ongoing sessions that are not yet closed or resolved.

• Average resolution time: Measures how long it takes on average to resolve a conversation — in this example, 5 minutes and 13 seconds.

This section helps you assess adoption rates and response efficiency over the last 30 days or any selected timeframe.

Resolution distribution

The Resolution distribution widget summarizes the status of all conversations. It includes:

• Resolved: Successfully closed conversations (e.g., 100% resolved in the example).

• Escalated: Cases that required higher-level intervention.

• Abandoned: Conversations that were started but not completed.

This view provides an immediate sense of service quality and self-resolution capability.

Conversations and resolutions overview

The Conversations and resolutions overview chart visualizes trends in Spark activity and outcomes over time. Use this chart to:

• Identify resolved issues when many users interact with Spark.

• Monitor resolution efficiency by tracking resolved conversations.

• Detect patterns of inactivity that might indicate adoption challenges.

Using dashboard widgets

Right-click on any item or value within a dashboard widget to access a set of options. The available options depend on both the widget type and the data type of the selected item.

• View investigation opens the Investigations page for the original NQL of the widget plus any applied filters to the Dashboard page.

• Drill down to … opens the Investigation page with the results of the NQL query listing items from one of the following alternatives:

  • The root table of the original query, for example, agent.conversations.

  • Associated object tables, such as devices or users.

  The NQL query from the drill-down retains the context of the original query.

• Copy copies the formatted value visible on the widget.

• Copy raw value copies the full underlying value.

You can access investigations from Spark overview. Refer to the Managing Investigations documentation for more information.

Spark KPI widget NQL examples

Refer to Spark NQL capabilities for more information.