Conversations dataset

This dataset provides details at the conversation level, including the conversation ID, its current state, the communication channel used, and the assignee. It focuses on the overarching aspects of a conversation but does not cover individual conversation actions.

Metrics

Metric Name	Description
New conversations	The number of all new inbound and outbound conversations. It only includes conversations where the first customers message was received during the selected date range.
AI Answer resolution rate	The percentage of conversations where Fin AI Agent's last answer was an AI Answer, and the customer either replied with positive feedback or didn’t ask to talk to a teammate (out of all Fin involved conversations).
AI Answer resolutions	The conversations where Fin AI Agent's last answer was an AI Answer, and the customer either replied with positive feedback or didn't ask to talk to a teammate.
Fin AI Agent abandoned conversations	The number of Fin AI Agent involved conversations where the customer either: Left without receiving an answer from Fin AI Agent, or Left after reacting negatively to the last answered delivered by Fin AI Agent.
Fin AI Agent abandonment rate	The percentage of conversations in which the customer either: Left without receiving an answer from Fin AI Agent, or Left after reacting negatively to the last answered delivered by Fin AI Agent, out of all the Fin AI Agent involved conversations.
Fin AI Agent answer rate	The percentage of conversations in which Fin AI Agent sends at least one answer, whether it's an AI Answer or a Custom Answer, out of all Fin AI Agent involved conversations. An answer from Fin AI Agent is defined as any content that could potentially answer the customer's question.
Fin AI Agent answered conversations	The number of conversations in which Fin AI Agent sends at least one answer, whether it's an AI Answer or a Custom Answer. An answer from Fin AI Agent is defined as any content that could potentially answer the customer's question.
Fin AI Agent assumed resolutions	The number of conversations in which the customer left without asking to talk to a teammate after the last answer was delivered by Fin AI Agent.
Fin AI Agent confirmed resolutions	The number of conversations in which the customer replied with positive feedback after the last answer was delivered by Fin AI Agent.
Fin AI Agent deflected conversations	The number of Fin AI Agent involved conversations where either: The conversation was successfully resolved, or The customer left before receiving an answer, or The customer left after reacting negatively to the last delivered answer by Fin AI Agent.
Fin AI Agent deflection rate	The percentage of conversations in which Fin AI Agent got involved and either: The conversation was successfully resolved, or The customer left before receiving an answer, or The customer left after reacting negatively to the last delivered answer by Fin AI Agent, out of all Fin AI Agent involved conversations.
Fin AI Agent involved conversations	The number of new conversations that were passed to Fin AI Agent. Fin involvement is dependent on audience targeting rules. If Fin is shown to all customers, the involvement rate will be 100%. New conversations include all new inbound and outbound interactions. These are only considered 'new' if the first message from the customer was received during the selected date range.
Fin AI Agent involvement rate	The percentage of conversations that were passed to Fin AI Agent out of all new conversations. Fin involvement is dependent on audience targeting rules. If Fin is shown to all customers, the involvement rate will be 100%. New conversations include all new inbound and outbound interactions. These are only considered 'new' if the first message from the customer was received during the selected date range.
Fin AI Agent resolution rate	The percentage of conversations resolved by Fin AI Agent, divided by conversations where Fin AI Agent was involved. A resolved conversation constitutes either a confirmed OR assumed resolution. A confirmed resolution is when a customer: Entered an affirmative response such as 'Ok thanks', 'That helped' etc. An assumed resolution is when a customer: Did not ask to speak to your human support team. Did not enter a negative response such as ‘No’, ‘That didn’t answer my question’, etc.
Fin AI Agent resolved conversations	The number of conversations where Fin AI Agent provided at least one response (AI Answer or Custom Answer), and following the last response: The customer indicates satisfaction by: Entering an affirmative response such as 'Ok thanks', 'That helped' etc. OR The customer exits the conversation without indicating further need for assistance, as shown by: Not asking to speak to your human support team. Not entering a negative response such as ‘No’, ‘That didn’t answer my question’, etc.
Fin AI Agent routed to team conversations	The number Fin AI Agent involved conversations where the customer either: Requested to talk to a teammate, (e.g. 'I want to talk to a teammate') or clicked the "Talk to a person" button.
Fin AI Agent routed to team rate	The percentage of conversations in which Fin AI Agent got involved and the customer either: Requested to talk to a teammate, (e.g. 'I want to talk to a teammate') or clicked the "Talk to a person" button out of all Fin AI Agent involved conversations.
Fin AI Agent unanswered conversations	The number of Fin AI Agent involved conversations where either: Acknowledged that it was unable to provide an answer, or The customer left before Fin AI Agent was able to provide an answer.
Fin AI Agent unresolved conversations	The number of Fin AI Agent involved conversations where the customer either: Gave negative feedback, or Requested to talk to a teammate. abandoned the conversation, and those that were routed to the team also.
Custom Answer resolutions	Conversations where Fin AI Agents last answer was a Custom Answer and the customer either replied with positive feedback or didn't ask to talk to a teammate.
Custom Answer resolution rate	Percentage of conversations where Fin AI Agents last answer was a Custom Answer and the customer either replied with positive feedback or didn’t ask to talk to a teammate (out of all Fin AI Agent involved conversations).

Conversation rating dataset

This dataset provides details at the conversation rating level, including the conversation rating id, the conversation rating, and the conversation rating remark.

Metrics

Metric Name	Description
Fin AI Agent conversation ratings	Number of conversation ratings for Fin AI Agent.
Fin AI Agent CSAT score	Percentage of positively rated (🤩 or 😀 ratings) Fin AI Agent conversations out of all Fin AI Agent conversations rated.
Fin AI Agent DSAT score	Percentage of negative (😠, 🙁 or 😐) conversations ratings for Fin AI Agent out of all conversations ratings for Fin AI Agent.
Fin AI Agent negative conversation ratings	Number of negative (😠, 🙁 or 😐) conversation ratings for Fin AI Agent.
Fin AI Agent positive conversation ratings	Number of positive (😀 or 🤩) conversation ratings for Fin AI Agent.

Copilot dataset

This dataset captures teammate interactions with Copilot on your workspace. It allows you to understand how Copilot is being used by teammates during conversations.

Metrics

Metric Name	Description
Conversations using Copilot	Number of conversations where Copilot was used at least once. Only conversations with at least one teammate reply and one customer reply are included.
Copilot questions	Number of questions asked to Copilot.
Conversations with one Copilot answer copied	Number of conversations in which Copilot provided an answer that was copied or added to the composer. Only conversations with at least one teammate reply and one customer reply are included.
Teammates using Copilot	Number of teammates that have used Copilot at least once.
Replied conversations with at least one Copilot answer	Number of conversations in which Copilot provided a successful answer. Only conversations with at least one teammate reply and one customer reply are included.
Copilot copied answer rate	Percentage of conversations in which Copilot provided an answer that was copied or added to the composer. Only conversations with at least one teammate reply and one customer reply are included.

Reporting metrics & attributes

Conversations dataset

Metrics

Conversation rating dataset

Metrics

Copilot dataset

Metrics