Overview
This article explains why customers may observe a mismatch between the total Agent Transfer count displayed on the Analytics Summary page and the language-wise breakdown (e.g., English, Arabic) in the Kore.ai platform.
Below is one such example where:
- Summary page total Agent Transfers: 35
- English: 21
- Arabic: 24
- Language-wise total: 45
Since 45 ≠ 35, users may assume the totals are inconsistent.
This Behavior, however, is expected based on how multilingual conversations are classified within analytics.
Root Cause: How Multilingual Conversations Are Counted
Kore.ai Analytics categorizes conversations based on the languages used during a session. The counting behavior works as follows:
1. Single-Language Conversations
If a user interacts in only one language from start to end, the conversation is counted once under that language.
2. Multilingual Conversations (Language Switching)
If a user switches from one language to another in the same session e.g., starts in English and later switches to Arabic the conversation becomes a multilingual conversation.
When language filters are applied:
- The English filter includes:
Pure English conversations
Multilingual conversations that include English - The Arabic filter includes:
Pure Arabic conversations
Multilingual conversations that include Arabic
Impact on Totals
Because the same multilingual session appears in both language filters:
- The sum of language-wise counts will be higher
- The Summary page displays the count of unique conversations, which will be lower
This is why in the reported case:
- Summary unique count = 35
- Language-wise filter totals = 21 + 24 = 45
- The additional 10 represent multilingual conversations counted twice (once per language)
This is expected behavior, not an error.
Example Scenario
| Session ID | English | Arabic | Summary Count | English Filter | Arabic Filter |
|---|---|---|---|---|---|
| C101 | |
 |
1 | 1 | 0 |
| C102 | |
|
1 | 1 | 1 |
| C103 | |
|
1 | 0 | 1 |
A multilingual session like C102 contributes:
- 1 count in Summary
- 1 count under English
- 1 count under Arabic
Hence, totals can differ.
Customer Guidance
If you notice similar discrepancies:
- Be aware that language filters reflect all conversations that include that language, including multilingual sessions.
- Always refer to the Summary tab for accurate overall counts.
- Use language filters only when analyzing language-specific engagement, not totals.
Content by : @sravan.dara