Lumoa Terminology

This article aims to cover some of the common phrases and terminology that Lumoa uses. Ideally, you will read this article and be able to understand some of the specific functions that Lumoa has to offer.

What is a collection?

A collection is a place where Lumoa stores data in the backend. We try to make collections tied to a specific metric or touchpoint - for example you may have one collection that stores all of your NPS data, and another that stores all of your 5 star ratings or app reviews. Since those touchpoints and metrics are different, it wouldn't make sense to have all of it in the same collection.

Read more in depth about What is a Collection.

What is a Statement, and how does it have Sentiment?

When a comment gets submitted to Lumoa, our AI begins to go over it. The AI will translate the comment, search for keywords, and also break each comment up into Statements. These statements can be sentences, but our AI will also look for commas and stop words, such as "and" or "but". The system does this so that long comments can have multiple Sentiments and Topics associated with them.

An example sentence is "The service is really good, but I still think the prices are too high". In this case, the system would most likely break this up into two separate statements. One statement for "The service is really good" and another for "the prices are too high". Each of those statements would then have a Sentiment assigned to them. Sentiment is the Lumoa AI analyzing each Statement, and then determining if the customer is speaking Positively, Negatively, or Neutral.

Read more about Statements, as well as How to Manually Change Sentiment for your feedback.

What are Topics and how do they have Impact?

As mentioned above, when a feedback gets submitted to Lumoa, our AI starts analyzing it. One of the things it analyses for are Topics that the end user is talking about. This is done by looking at keywords in the open text response, and certain keywords are then tied to certain Topics. You can see a list of your Topics from the Impact page:

List of Topics

All Topics have an Impact associated with them. These are the red and green bars to the right of the Topic name. Impact determines how your customers are feeling about a certain topic, and each Impact is tied to your Metric (such as 1-5 or 0-10).

Follow this link to read more about Impact and How Impact is Calculated.

What is a User Role?

A user role is your level of permissions within Lumoa. Your role determines what you can see and do within the platform. Usually, your role is assigned to you when your account is created, and assigned by whoever added you to Lumoa.

Use these links to see a list of All of the Roles in Lumoa, or to Learn how to Change your Role.

What are Tags, Filters, and Background variables?

Data that is sent to Lumoa can have background variables associated with it. This is usually things like the country the user submitted the feedback from, age of the person submitting, customer level, store, etc. These same background variables can also be called "Tags" - they mean the same thing in this context. However, not all Tags that are submitted to Lumoa become Filters. A "Filter" is indicated by the filter menu on the Impact page, as seen in the image below. Not all background data that comes in with comments to Lumoa ends up becoming a filter, hence the slight difference in terminology.

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