The Optimize dashboard highlights where Fin is underperforming and uses AI to suggest specific improvements. You’ll see what needs fixing, why it matters, and how to improve it—fast. Suggestions are easy to review and action, so Fin keeps getting better without slowing you down.
Pinpoint what’s limiting Fin’s effectiveness - whether it’s content, routing, or data gaps.
Act quickly on improvement opportunities - with suggested content edits or system changes.
Prioritize based on real impact - volume, frequency, and query type.
Expand Fin’s reach confidently - by identifying automation-ready queries and adjusting workflows.
Note: The Optimize dashboard for Fin is currently in open beta for US-hosted workspaces using Fin. As we move closer to the full release, we’ll keep you updated on wider availability for EU/AU hosted workspaces.
How to access the Fin Optimize dashboard
To view the Optimize dashboard, go to Fin AI Agent > Analyze > Optimize.
Note:
You’ll only see the Optimize dashboard once you’ve set Fin live and it’s involved in conversations.
The Optimize dashboard currently only analyzes English conversations. We’re working to support more languages.
The dashboard is organized around the core metrics support leaders need to optimize for Fin:
Resolution rate - Address conversations that Fin couldn’t resolve and were routed to a teammate. Fill content gaps, add missing data, or create new tasks to ensure Fin can answer next time and improve your resolution rate.
CX Score - Investigate Fin resolutions with Customer Experience (CX) scores. Review real conversations to understand what’s driving negative outcomes, and validate high scoring CX conversations to see what worked.
The sankey chart visualizes how conversations flow and where Fin’s getting stuck.
The interactive table displays AI topics and subtopics, sortable by metrics like conversation volume, handling time, or CX Scores.
How to use the Optimize Fin dashboard
The Optimize dashboard is your command center for making Fin more effective. You’ll be using the Resolution rate tab to surface Fin’s unresolved queries, and the CX Score tab to explore positive and negative customer experiences.
Resolution rate tab
Use the Resolution rate tab to improve how many queries Fin resolves on its own.
Sankey breakdown:
You can filter the resolution rate sankey chart by selecting a tab:
Content gaps – Shows informational queries Fin couldn’t resolve.
Data gaps – Shows personalized queries missing necessary data.
Action gaps – Shows action-based queries requiring tasks or integrations.
Left node (query taxonomy):
Informational – Fin needs content only.
Personalized – Fin needs customer-specific data.
Actions – Fin needs tasks or automations.
Investigative – Needs troubleshooting or in-depth responses.
Right node (routing outcome):
Resolved by Fin
Fin routed to team
Handled fully by team
The table below the resolution rate sankey chart is organized by AI-powered topics and subtopics. Here’s a breakdown of what the table shows (based on the tab you selected above):
Tab selected | Columns available | Columns coming soon | Available actions |
Content gaps | AI Topic: Topics and associated subtopics
Suggestions: Content suggestions - recommended updates to your content to improve resolution rate
Conversations: Number of conversations associated with that row, which you can drill into
Total handling time: Conversation volume multiplied by median handling time
Median handling time: Average time to close a conversation once opened
CX Score: Measure of customer experience using sentiment, resolution, and quality in real time
Note: The table is automatically sorted by Total Handling time with an orange scale to indicate impact. |
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Data gaps | AI Topic: Topics and associated subtopics
Suggestions: Content suggestions - recommended updates to your content to improve resolution rate
Conversations: Number of conversations associated with that row, which you can drill into
Total handling time: conversation volume multiplied by median handling time
Median handling time: Average time to close a conversation once opened
CX Score: Measure of customer experience using sentiment, resolution, and quality in real time
Note: The table is automatically sorted by Total handling time with an orange scale to indicate impact. | Suggestions for Data connectors coming soon |
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Action gaps | AI Topic: Topics and associated subtopics
Conversations: Number of conversations associated with that row, which you can drill into
Total handling time: conversation volume multiplied by median handling time
Median handling time: Average time to close a conversation once opened
CX Score: Measure of customer experience using sentiment, resolution, and quality in real time
Note: The table is automatically sorted by Total Handling time with an orange scale to indicate size. | Suggestions for Fin Tasks coming soon |
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CX Score tab
Use the CX Score tab to analyze the customer experience for queries Fin resolved.
Sankey breakdown:
You can filter the CX Score sankey chart by selecting a tab:
Negative Fin CX – Review resolutions that received a negative CX Score and improve the Fin customer experience.
Positive Fin CX – Review resolutions that received a positive CX Score to validate where Fin is doing well.
Left node:
Resolved by Fin
Fin routed to team
Handled fully by team
Right node:
Positive CX Scores (4–5)
Neutral CX Scores (3)
Negative CX Scores (1–2)
The table below the CX Score sankey chart is organized by AI-powered topics and subtopics. Here’s a breakdown of what the table shows (based on the tab you selected above):
Tab selected | Columns included | Available actions |
Negative Fin CX | AI Topic: Topics and associated subtopics
Conversations: Number of conversations associated with that row, which you can drill into
Negative CX ratings: Number of conversations with negative ratings
Note: The table is automatically sorted by “Negative CX rating” with an orange color scale to indicate size. |
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Positive Fin CX | AI Topic: Topics and associated subtopics
Conversations: Number of conversations associated with that row, which you can drill into
Positive CX ratings: Number of conversations with positive ratings
Note: The table is automatically sorted by “Positive CX rating” with an orange color scale to indicate size. |
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Drill into conversations
Click on the conversation count in the table to open a detailed overlay. Here, you can:
Read summaries for each topic and subtopic.
Scan conversations by CX Score or high-level question.
Open individual conversations in the Inbox.
Forward conversations to teammates for feedback or follow-up.
Improve Fin with Suggestions
Use the Suggestions feature for clear, actionable steps to improve Fin by selecting the Suggestions next to a topic. These are AI-generated by analyzing both:
Failed Fin responses (e.g. escalations or poor-quality replies) and comparing them to successful human replies to similar questions, and
Teammate handled responses and checking whether there are gaps in your knowledge base.
Suggestions identify the likely root cause and recommend one or more actions to improve the topic:
Add new content
Edit existing content
Merge overlapping content (coming soon)
Set up data connectors to close personalized query gaps (coming soon)
Create tasks or automations to resolve action-based queries (coming soon)
Note: Suggestions are prioritized based on customer impact and likelihood of improving resolution rates.
Each suggestion includes a clear recommendation and reasoning—so you can review, accept, and move on. All suggestions can be edited before you accept and publish them for Fin.
Tip: Sort the table to prioritize suggestions for the highest handling time or lowest resolutions. You can also use the toggle on the right to “Hide rows without suggestions”. Learn more about Suggestions.
FAQs
What happened to the Unresolved Questions report?
What happened to the Unresolved Questions report?
Customers with access to Insights now use the Resolution rate tab in the Optimize dashboard which not only shows you which conversations were unresolved, but how to improve Fin’s resolution rate instantly.
Are all my conversations included?
Are all my conversations included?
No—only meaningful support conversations are analyzed in the Optimize dashboard. This means:
Inbound conversations
Written by a customer
Received two responses by Fin or a teammate
Excludes abandoned conversations
Excludes automated (workflow) messages
Important: The Optimize dashboard currently only analyzes English conversations. We’re working to support more languages.
Why can’t I click every node in the sankey chart?
Why can’t I click every node in the sankey chart?
The Optimize dashboard currently focuses on core optimization jobs, so not all sankey paths are interactive yet.
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