Insights
Analytics.
How visitors use your agents, how much the AI resolves, and where its knowledge needs work.
Open Analytics in the sidebar. Choose the period, 7 days, 30 days or 90 days, and one agent or all of them.
The numbers
| Metric | Meaning |
|---|---|
| Conversations | Conversations in which a visitor sent at least one message, with the change from the previous period of the same length. |
| Resolved by AI | Conversations the AI handled without a person. |
| Handed to a person | Conversations that were handed to your team at any point. |
| Unanswered questions | Open questions the agent couldn't answer from its knowledge. |
Conversation volume
One bar per day, split into conversations the AI resolved and those handed to a person. Hover a bar to see that day's numbers. Days are counted in your workspace's time zone, which you set in Workspace settings.
AI resolution vs handoff
The share of conversations the AI resolved compared with the share handed to a person. A rising handoff share usually means customers ask about something the agent's knowledge doesn't cover.
Unanswered questions
At the bottom of the page: every question the agent couldn't answer, how many times it was asked and when last. Press Add answer to teach the agent, or delete a question that doesn't need one. See Unanswered questions.
Once a week: answer the top unanswered questions, read a few handed-off conversations, and check the resolution share. See Best practices.