Open Reports in the left menu. Choose Last 7 days, Last 30 days or Last 90 days at the top.
The numbers at the top
- Conversations handled: all conversations in the period, compared with the period before.
- AI resolved: the share the AI finished without your team.
- Time saved: an estimate of 5 minutes for every conversation the AI resolved, and how many came in while your team was away.
- Customer rating: the average rating customers gave, split between AI-only and handed-off conversations.
Charts
- Conversations over time: each day split into AI handled, Needed you and No reply yet.
- Tickets: how many are Open, In progress and Resolved, and your median time to resolve.
- Where answers went: Resolved without your team, Handed to your team and Couldn't answer. "Couldn't answer" is split into Yours to fix (add the missing content and it's answered next time) and Ours to fix (nothing for you to do).
- Where the AI got stuck: the top reasons conversations reached your team.
Turn reports into fixes
The fastest win is usually Where the AI got stuck. Teach the AI those answers once (see Fix a wrong or missing answer) and the same questions won't reach your team again.