The Fin Performance dashboard brings together Fin’s core support metrics—resolution rate, involvement rate, and CX Score—in one place. It’s built to help teams monitor Fin’s performance, catch issues early, and clearly communicate impact across the business.
Track resolution, handoffs, and customer sentiment in one view: See how often Fin fully resolves issues, where it hands off, and how customers feel about the experience.
Know when Fin works—and when to step in: Understand Fin’s level of involvement and when handoffs happen, so you can adjust support workflows or improve training.
Measure efficiency and experience together: Monitor both speed and quality by combining resolution rates with CX Scores—so you can balance cost and care.
Share performance data with clarity and confidence: Use clean, easy-to-read metrics to communicate Fin’s impact to leadership or guide ongoing improvements with your team.
Access the Fin performance dashboard
To view the Fin Performance dashboard, go to Fin AI Agent > Analyze > Performance.
Note: You’ll only see the Performance dashboard once you’ve set Fin live and it’s involved in conversations.
How to use the Fin Performance dashboard
Get a quick glance at Fin's KPIs
The charts at the top of the Fin Performance dashboard give you a quick overview of Fin’s KPIs: involvement rate; resolution rate; and CX Score, for the time period you’ve selected.
Involvement rate: The percentage of conversations that were passed to Fin AI Agent (out of all new conversations). This metric reflects Fin's coverage—how much of your total conversation volume Fin is actively handling and attempting to resolve.
Resolution rate: The percentage of conversations that Fin successfully resolves without needing to hand off to a human. This metric reflects Fin’s effectiveness in fully resolving customer issues. A high resolution rate means Fin is reducing team workload while maintaining service quality.
Customer Experience (CX) score: The percentage of positive customer ratings out of all ratings received for conversations handled exclusively by Fin, without any human agent involvement. This score reflects how satisfied customers are with Fin's service. Click “Drill in” to view the conversations behind your CX Score, along with a summary that highlights key moments and explains why each score was given. Learn more.
Track Fin's performance over time
The multi-metric line chart shows you these same metrics over time. You can see both the absolute number of conversations, and their rates using the toggle at the top of the chart.
Tip: If you notice a drop in Fin's performance, head to the Optimize dashboard to see what needs fixing, why it matters, and how to improve it.
Review Fin's performance funnel
The Performance funnel visualizes how conversations flow through key stages when Fin is involved. It allows you to quickly understand Fin's coverage, success at resolving queries, and the customer experience—all in a single, digestible view.
Fin Performance funnel structure
Total conversations by channel
Displays the total number of new conversations received across all channels (e.g., Chat, Email, Android, iOS).
Provides a baseline for understanding volume distribution by channel.
Fin involvement
Splits total conversations into:
Fin involved: Conversations where Fin was involved.
Fin not involved: Conversations handled by human agents only.
Helps assess total conversation coverage and identify gaps in Fin deployment for each channel and across all channels.
Outcomes of Fin-involved conversations
Categorizes the result of conversations Fin was involved with:
Resolved by Fin: Handled and resolved entirely by Fin, no human agent involved (confirmed and assumed resolutions)
Sent to teammate: Routed to a human after engaging with Fin
Abandoned: User dropped off the conversation
Enables tracking of how effective Fin is at handling customer conversations for the entire conversation volume.
Customer Experience (CX) score
Shows a breakdown of CX ratings for the conversations resolved solely by Fin:
Positive Ratings: Ratings with a 4 or 5
Neutral Ratings: Ratings with a 3
Negative Ratings : Ratings with a 1 or 2
See how satisfied customers were with their experience when dealing directly with Fin.
Hover over each path to View conversations and see where to adjust workflows for better involvement, or improve Fin’s training for better resolutions and customer experience.
Tip: For a closer analysis of where Fin is underperforming, head to the Optimize dashboard to see what needs fixing, why it matters, and how to improve it.
FAQs
How is the sankey chart in the Fin Performance dashboard different from the one in the Overview report?
How is the sankey chart in the Fin Performance dashboard different from the one in the Overview report?
The sankey chart in the Fin Performance dashboard focuses exclusively on Fin. It follows the conversations that Fin was involved in and highlights how effectively Fin is resolving those conversations, as well as the quality of the customer experience. The sankey chart in the Overview report focuses more on a holistic view of how all conversations flow from creation to resolution and who handles them on their journey (including teammates, Fin, and chatbots).
Where has Fin CSAT gone?
Where has Fin CSAT gone?
Fin CSAT is still available in the Reports section of the product, where you can add the Fin CSAT chart to any of your reports. The Performance dashboard is focused on CX Score to provide a more comprehensive view of customer experience across all conversations—without relying solely on surveys, which typically offer limited coverage.
Where has the deflection rate gone?
Where has the deflection rate gone?
Fin’s deflection rate is still available in the Reports section of the product. The Performance dashboard focuses on the KPIs that are most important for Fin. If resolution rate is improved, so will deflection.
Why is the positive ratings number in the CX Score chart different from the sankey chart in the Fin Performance dashboard?
Why is the positive ratings number in the CX Score chart different from the sankey chart in the Fin Performance dashboard?
The two charts are measuring different things:
CX Score chart: This shows the positive ratings for all conversations where Fin was the primary agent, regardless of the outcome. This includes conversations that were not fully resolved, such as those that were abandoned or deflected via Guidance.
Sankey chart in Fin Performance dashboard: This is filtered to only include conversations where Fin was involved and the conversation reached a resolution (either assumed or confirmed).
As a result, the set of conversations — and therefore the rating counts — will differ between the two charts.
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