After you’ve deployed Fin to a channel, you’ll be able to monitor it's performance in Analyze.
Overview
The top section of the report focuses on three key metrics used to measure Fin's performance:
Metric | Meaning |
Involvement rate | Percentage of conversations that Fin has answered. |
Deflection rate | Percentage of conversations that Fin was involved in and that have not yet reached a teammate. |
Resolution rate | Percentage of conversations where Fin provided an answer, and the customer either gave positive feedback or didn't request to talk to a teammate. |
Customer satisfaction (CSAT) score | Percentage of positive (😀 or 🤩) conversation ratings for Fin. |
Impact over time | Comparing Fin's:
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Involvement
These charts show the involvement rate and the absolute number of conversations Fin is involved in over time.
Metric | Meaning |
Involvement rate | Number of new conversations |
Involved conversations | Number of conversations that were passed to Fin AI Agent. |
Channels where Fin was not involved | Conversations where Fin was not involved segmented by channel |
Resolutions
The charts in this section will breakdown how well Fin AI Agent is handling conversations.
Metric | Meaning |
Resolved conversations | Number of conversations where Fin answered and the customer gave positive feedback or didn't request to talk to a teammate. |
Resolved conversations over time | Resolved conversations (see definition above) viewed by day |
Resolution rate | Percentage of conversations where Fin provided an answer, and the customer either gave positive feedback or didn't request to talk to a teammate. |
Assumed resolutions | Number of conversations in which Fin provided an answer and the customer left without asking to talk to a teammate |
Confirmed resolutions | Number of conversations in which Fin provided an answer, and the customer replied with positive feedback. |
Answer rate | Percentage of conversations in which Fin provided at least one answer |
Deflection rate | Percentage of conversations that Fin was involved in and that have not yet reached a teammate |
Route to team rate | Percentage of conversations in which customer asked to talk to a teammate |
Customer satisfaction
In this section you can view both Fin AI Agent'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).
Metric | Meaning |
CSAT score | Percentage of positive (😀 or 🤩) conversation ratings for Fin AI Agent out of all conversation ratings |
Conversation ratings | Conversation ratings for Fin viewed by rating |
Conversation ratings by week | Conversation ratings for Fin viewed by week |
Conversation ratings remarks | Remarks left by customers who gave Fin a rating |
Understand chart data
Metric definitions
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.
Viewing chart data
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.
Customize the Fin AI Agent report template
The Fin's 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 enable you to drag and resize your charts
