The coverage rate is an indicator available in the Attlas Overview dashboard that shows the quality of the responses that the chat is delivering to users.
It works like a "thermometer," helping you understand whether the chat is managing to respond satisfactorily to the main questions asked.
How does Attlas calculate this rate?
Each time the chat responds to a question, an external evaluator analyzes the response and assigns a percentage indicating how complete and correct it is.
Let's look at an example:
Question: "What is the price of the marketing course?"
Answer: "The course prices are available in the Pricing tab on the website."
In this case, the chat did not provide the exact answer (the price itself), but it also did not leave the user without any information. Therefore, it can be considered that it partially answered the question and be given a score of 50% coverage.
Thus, the coverage rate is the average of these evaluations made throughout the interactions.
Why is the coverage rate important?
A high coverage rate shows that the chat is:
- Responding comprehensively;
- Reducing end-user frustration;
- Fulfilling its role as a reliable source of information.
How can you use this indicator to your advantage?
The coverage rate is not just a number: it is a practical tool for you to continuously improve your chat.
- Monitor the rate in the Analytics dashboard to identify areas for improvement.
- Go to the corrections page and offer better, updated responses.
- Add or adjust content in Attlas so that the chat can respond more clearly and accurately.
- Track the rate's progress: the closer it is to 100%, the more complete and efficient your chat is.
Final tip
Think of the coverage rate as a compass: it shows you the way to keep your chat up to date, complete, and ready to offer the best possible user experience.
Use these indices to measure your chat's performance:
- Above 80% → The chat is well trained and serves users well.
- Between 50% and 79% → There are gaps; additional information is needed.
- Below 50% → The user experience is compromised; it is urgent to review and add content to the chat.
Corrections panel in this section: