After you’ve deployed Fin to a channel, you can view and customize your own Fin report to highlight metrics that your team are interested in from Analyze > Custom Report.

The top section of the Custom Report focuses on Fin's involvement. These charts show the involvement rate and the absolute number of conversations Fin is involved in over time.

The next section focuses on Fin's resolutions. These charts will breakdown how well Fin AI Agent is handling conversations.

The next section focuses on customer satisfaction with Fin through surveyed CSAT. Here, you can view both Fin's CSAT score and the total number of CSAT survey responses received.

The breakdown of ratings provides not only the percentage of positive ratings but also the variance across the scale from 1 (Terrible) to 5 (Amazing).

The content performance table shows you how each item of content is performing with Fin. You can sort the table by:

The Copilot section includes several charts enabling you to monitor how Copilot is used to assist customer conversations, how many teammates are using Copilot and how much, as well as how individual teammates are using Copilot.

With the Teammate overview chart you can see each teammate's usage, the number of conversations they've used AI Copilot for, how many questions they've asked, and what percentage of these were copied and used to respond to customers.

Sorting the table by "AI Copilot questions" will show you the frequent AI Copilot users on your team based on the number of questions they've asked to AI Copilot.

Hover over the chart and click Drill-in to see what questions were asked to Copilot, what answers Copilot provided, and the number of sources used.

Here, you can filter by date and Copilot attributes.

To see more information about the Copilot conversation, such as what inline sources and relevant sources were available, click on the Copilot ID, the Agent question or the Copilot answer. This will open up a side panel showing you the question asked, the answer provided, and the relevant sources.

You can also select which columns to display and then export the chart as a CSV file for further analysis.

Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.

Hovering over a chart will show a button called "Drill-in".

This will reveal all of the data that makes up the chart you're viewing. Here you can view individual conversations that Fin had with you customers.

The Custom Report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.

You just need to select the Edit button in the top right of the screen to start customizing.

Select the bottom right corner of a chart to resize it, or drag and drop it into a new location.

Select Add chart to drag and drop more prebuilt charts from the chart library on the right if you want to measure and track other metrics in this report.

You can also edit existing charts by hovering over them and selecting the Edit button. Or, select Add chart and then the "+" button at the top of the chart library to create your own custom chart.

There are nine chart types to provide you with flexible ways of visualizing your data, including: KPI, column, bar, donut, line, combo, area, heatmap, and table.

KPIs are the perfect way to get a quick summary without the need for a detailed breakdown of your data. This chart will show an average calculation of the data for the period select.

With a simple column chart, you can break down the data by conversation data attributes, user data or other metrics and properties in Fin reporting.

You can also define exactly how many of the top groups to show.

With a column chart, segmenting the data lets you visualize it in two dimensions. In this example you can see the columns are grouped by "Week", and segmented by the “Team currently assigned”:

Bar charts simplify the comparison of data across different categories, making it easy to evaluate relative performance and trends.

A donut chart is a visual representation that shows parts of a whole by dividing a into segments. This chart is excellent for comparing the relationship among multiple attributes for a single metric, offering a clear and concise visual representation.

A donut chart cannot be segmented down further and can only show one view by layer. Donut charts also do not support the following chart options:

Line charts offer the same options to view and segment your data, but are better suited to showing trends over time.

When using the line chart type, if selecting 'view by: time' with a single point, the line series on the charts will appear as a single dot. You will need to select a smaller time granularity to see change over more than one breakdown.

A combo chart is great for comparing two metrics with different Y axis.

The first metric selected will use a Column chart and use the left Y axis, and the second metric selected will use a Line chart and the right Y axis.

An area chart enables you to observe the cumulative effect of data points over time. By filling in the area between lines with colors and shading, it offers an enhanced perspective on the volume or total of the data points, making it easier to comprehend the overall impact.

Heatmaps visualize the distribution of data across a spectrum, allowing you to quickly identify trends and anomalies in large datasets.

Heatmaps are limited to view data per hour across each day of the week. This type of report cannot be segmented down further.

A table gives you a sortable list of values broken down by the dimensions you choose.

The Options tab contains more settings which allow you to customize certain elements of a chart.

The available options are:

Not all options appear on every chart type. Use the table below to see which options are available in each chart type:

"Compare to previous period" compares the current chart metric(s) to the

previous period.