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Knowledge Base

Using Analytics & Monitoring

Guides on how to use the platform's analytics and monitoring features

Using Comparison

User permissions required: ‘View Sources’ AND ‘View Labels’


The 'Comparison' page can be used to compare cohorts of verbatims or threads and conduct A/B testing. This functionality has many useful applications, such as testing the impact of a new marketing initiative or change programme over a time series, or between different regions or customer groups.


To compare two different cohorts navigate to the Comparison page via the Reports tab on the navigation bar. You can toggle between verbatims and threads depending on the analytics you would like to extract: you can compare individual messages or you can compare at a thread level (e.g. for email threads, phone calls and live chats).

You can then filter the two different cohorts, A and B, using the filter bar on the left hand side.

The filter bar works in the same way as the filters in Explore and Reports, except that you can't filter by entities or labels, only metadata (including dates).

You can also copy the filters from one group to another if preferred, before tweaking one group further, to save selecting similar filters twice.



Compare page showing applied date filters


Once you’ve set the filters, you can see a comparison between the two groups, which shows per label:


  • Total verbatim count - across all verbatims in both Group A and Group B
  • Proportion (%) – the percentage of the verbatims in both Group A and Group B with this label
  • Differences (%) – the proportional differences for each label between Group A and Group B, calculated as Group B minus Group A


Sorting the comparison table:


  • The comparison table is sorted as default in descending order by verbatim count in Group A 
  • You can sort the table in ascending or descending order for any of the value columns by clicking the column name and then clicking the arrow that appears
  • Click it again to switch between the two


Label filter:


  • You can further filter what you are shown in Compare by using the label filter bar at the top left-hand corner of the page. Type in a root or leaf label that you want to see displayed in the label column and all other labels will be filtered out


Label filter bar


Downloading the comparison table

The Compare page also gives users the ability to download the comparison table that they see on screen as a CSV file. The CSV file contains the details of the filters that were applied to create Group A and Group B.


To do so, simply click the download icon in the top right-hand corner of the page to download the taxonomy and the cohort analysis.


Please Note: This function will always download the full taxonomy of labels in the CSV file, even if you have filtered your view on the Compare Page by using the label search bar at the top of the page.


Useful Tip: This is the easiest way for users to extract a copy of their taxonomy into a spreadsheet or other similar application, as the first column in the CSV file will be all of the labels in the order they see in the platform (alphabetically by root label).

Previous: Using Threads

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