Understand your Customer Support at a Glance

The chatbot performance report offers deep insights into user engagement, tracking key metrics such as the number of conversations, visitor count, customer satisfaction (CSAT), average conversation duration, and abandonment rates. These metrics help assess the efficiency of the chatbot, its ability to engage users, and areas for improvement. Use this data to optimize chatbot performance, enhance user experience, and increase engagement across all channels.

The AI report provides valuable data on the performance of AI agents in real-time. Metrics such as upvotes and downvotes reflect customer feedback, while CSAT scores give an indication of user satisfaction with AI responses. The report also tracks AI credit usage, helping you monitor resource allocation. Understanding user interactions with AI agents allows you to fine-tune responses, improve training, and ensure more accurate and helpful assistance for users.

The agent report highlights the performance of human agents, showing real-time data on chats served, response times, and customer satisfaction (CSAT). It tracks the total number of conversations handled and time to first response, helping you identify potential bottlenecks or delays. With detailed insights on agent-level metrics, you can optimize staffing, improve training, and create a more efficient support process to enhance the customer experience.

The ticketing report provides a clear view of the entire ticket lifecycle, from creation to resolution. Metrics like median response and resolution times help pinpoint inefficiencies, while SLA compliance data tracks how well your team meets response targets. This report helps you identify areas for improvement, such as reducing response times or improving resolution quality, ultimately enhancing operational efficiency and customer satisfaction throughout the ticket management process.