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.
Note: Fin Procedures are available through managed availability. Please contact your account manager to confirm eligibility or go to Fin AI Agent > Train > Procedures and click "Request Access".
Key Performance Signals
Fin tracks the following three 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.
You can click on a metric and drill into the conversations:
Analyzing procedure performance
Alternatively, you can add filters to your conversations in the Inbox or Intercom reports to analyze procedure performance.
Simply edit or create a report.
Click Add filter.
Select Fin AI Agent: Procedure triggered is Any or select the specific procedure you want to report on.
Use these metrics in custom reports to run further analyses on your conversations:
Fin AI Agent procedure handoff conversations: Number of conversations where Fin AI Agent deliberately transferred to another team or workflow through its configured logic in the Procedure instructions.
Fin AI Agent procedure handoff rate: Percentage of conversations where Fin AI Agent deliberately transferred to another team or workflow through its configured logic in the Procedure instructions (out of all Fin AI Agent involved conversations).
Performance report
In Fin AI Agent > Analyze > Support Performance you can see the "Procedure Handoff" as a new outcome.
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