---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/intelligent-experiences

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Components installed with Conversation Insights

# Components installed with Conversation Insights {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Installation of the Conversation Insights application also installs the Conversation Insights \[sn_aci_insights\] table.

## Tables installed with Conversation Insights {#components-installed-with-conversation-insights__section_xkw_jlj_yfc}

The installation of Conversation Insights installs the Conversation Insights \[sn_aci_insights\] table. The data retention period for the Conversation Insights table is two years.
{#components-installed-with-conversation-insights__table_klx_nlj_yfc__entry__2}

| Column | Description |
|-|-|
| Human Agent CSAT | Estimated Inferred customer satisfaction (CSAT) score based on the human agent's responses. The value range is 1--5 with 1 meaning that the user is extremely dissatisfied and 5 meaning that the user is extremely satisfied with the interaction. |
| Effort Score | A score of time and energy that the user had to put in during the interaction. The values are on a 3-point scale of low, medium, and high. |
| AI agent CSAT | Estimated CSAT score based on the AI agent's responses. The value range is 1--5 with 1 meaning that the user is extremely dissatisfied and 5 meaning that the user is extremely satisfied with the interaction. |
| Frustration | Estimated CSAT score that indicates whether the user expressed frustration during the interaction. The values are Yes or No. |
| Empathy | Estimated CSAT score that indicates empathy shown toward the user during the interaction. The values are on a 3-point scale of low, medium, and high. |
| Session CSAT | Estimated CSAT score calculated based on the overall session interactions of a user. The value range is 1--5 with 1 meaning that the user is extremely dissatisfied and 5 meaning that the user is extremely satisfied with the interaction. |
| Next Steps | Estimated CSAT score that indicates whether the agent recapped the outcome and provided clear instructions on what the user should do next. The values are on a 3-point scale of low, medium, and high. |
| CSAT processed | Boolean flag indicating whether CSAT data has been processed for the interaction record. |
| Transfer and Escalation | Estimated CSAT score that indicates whether the conversation was transferred or escalated to a human agent. The values are Yes or No. |
| Closed At | Timestamp showing when the conversation was closed. |
| Conversation | Refers to the associated conversation record in the Conversation \[sys_cs_conversation\] table. |
| Resolved | Estimated CSAT score that indicates whether the issue was resolved. The values are Yes or No. |
| Confusion | Estimated CSAT score that indicates whether the user expressed confusion or the agent didn't understand the user's intent. The values are Yes or No. |
[Tabela 1. Conversation Insights table]

{#components-installed-with-conversation-insights__table_klx_nlj_yfc}