Understanding how your Fin Procedures are performing and where they're adding value is crucial. After you've set a Procedure live, you can quickly see how it's behaving in live conversations by tracking a few key signals.
Key Performance Signals
Fin tracks the following key signals to show a Procedure’s value. You can view these key metrics from Fin AI Agent > Train > Procedures:
Triggered - The number of conversations in which Fin has started this Procedure based on its trigger description. This helps you understand how often customers encounter scenarios mapped by your Procedure.
Pending - The number of conversations that are still in progress and don't yet have a resolution state.
Resolved - Conversations the Procedure completed where the customer either gave positive feedback or didn't ask to talk to a teammate.
Handed off - The number of conversations in which the Procedure intentionally handed the conversation to a team or another workflow. These are configured handovers within your Procedure (for example, a “Hand off to Billing Team” action or an instruction within your Procedure Guidance settings).
Escalated - The number of conversations where a customer asked to speak to a human while a Procedure was running.
Failure - The number of conversations where a Procedure failed due to a broken data connector or code condition error.
You can click on a metric and drill into the conversations.
Tip: To investigate failures, click on the failure count for any Procedure — this opens a view listing all the conversations where that Procedure failed, so you can dig in and diagnose the issue.
In the Performance report Fin AI Agent > Analyze > Support Performance, you can see the "Procedure Handoff" as a new outcome.
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