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Reporting metrics & attributes

Reporting definitions to help you understand the datasets, metrics and attributes available in Fin reports.

Updated this week

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

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.

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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.

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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%.

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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%.

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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.

Conversation Rating dataset

This dataset provides details at the conversation rating level, including the conversation rating id, the conversation rating, the conversation rating remark and type of agent rated in the conversation (teammates, Fin Al Agent, chatbots).

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.

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