Filtering data
Use the filters at the top of the page to narrow down the metrics you want to analyze.| Filter | Description |
|---|---|
| Date range | Select a custom date range to analyze specific time periods |
| Specialist | Filter by specific Specialists to see their individual performance |
| Channel | Filter by communication channel (chat or email) |
Understanding resolution breakdown
The resolution breakdown charts show how tickets were resolved. For details on what each resolution type means and how it affects billing, see Resolution status.Exporting data
Each chart includes an export button (download icon) in the top-right corner. Click it to download the data as an Excel file for further analysis or reporting.Available metrics
The Insights Hub includes several categories of metrics:- Overview statistics: Total conversations, resolution rate, average resolution time, and customer satisfaction score
- Conversations over time: Track conversation volume and unique customers
- Resolution breakdown: See how tickets are resolved (by AI, partially by AI, or by humans)
- Lookups and Actions: Monitor which integrations and tools are being used
- Flagged content: Review messages that were flagged by agents as incorrect
- Response times: Compare average response times between AI and Human Agents
- CSAT: Customer satisfaction scores and individual ratings with comments
CSAT data only appears if you have customer satisfaction
surveys enabled.
See also
- Resolution status: Understand resolution types and billing
- AI feedback: How to flag AI messages
- Simulator: Test AI behavior before going live