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The Coverage Rate is a metric available in the Attlas Overview dashboard that measures the quality of the responses your chat provides to users. It acts as a health indicator, helping you understand whether your chat is successfully answering the most common questions asked by your audience.

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How does Attlas calculate this rate?

Whenever your chat responds to a question, an external evaluator analyzes the response and assigns a percentage based on how complete and accurate it is. Let’s look at an example: Question: “What is the price of the marketing course?” Answer: “Course pricing is available on the Pricing page of the website.” In this case, the chat did not provide the exact answer (the course price), but it also did not leave the user without any guidance. Therefore, the response may be considered partially complete and receive a coverage score of 50%. The Coverage Rate is calculated as the average of these evaluations across all interactions.

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Why is the Coverage Rate important?

A high Coverage Rate indicates that your chat is:
  • Providing more complete answers;
  • Reducing user frustration;
  • Fulfilling its role as a reliable source of information.
A low Coverage Rate indicates that the chat does not yet have all the information required to answer user questions effectively. This may leave common questions unanswered and suggests that the content in your knowledge base should be reviewed, expanded, or improved.

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How can you use this metric to your advantage?

The Coverage Rate is more than just a number — it is a practical tool for continuously improving your chat.

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1. Monitor the rate in Analytics

Track your Coverage Rate regularly to identify opportunities for improvement.

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2. Review evaluator feedback

Check the explanations and comments provided by the evaluator alongside each score. Covarege Attlas

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3. Add or improve content

Update your knowledge base so your chat can respond more clearly, accurately, and contextually.

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4. Track your progress

The closer your Coverage Rate is to 100%, the more complete and effective your chat tends to be.

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5. Correct low-rated responses

Visit the Corrections section and review the questions and answers that received low coverage scores. Provide improved responses and additional context so future answers become more accurate and your Coverage Rate continues to increase.

Learn more about the Corrections feature

Corrections is available exclusively on the Attlas PRO plan.

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Final tip

Think of the Coverage Rate as a compass. It helps guide you toward a chat that is more complete, more accurate, and better prepared to deliver an excellent user experience. Use the following benchmarks as a reference:
  • 🟢 Above 80% → Your chat is well-trained and effectively serves user needs.
  • 🟡 Between 50% and 79% → Knowledge gaps exist and additional information should be added.
  • 🔴 Below 50% → The user experience is being impacted and an urgent review of the knowledge base is recommended.
Last modified on June 3, 2026