Reporting on Monitors

Monitor reports help you track and measure Fin AI Agent conversation quality. You can use these metrics to build reports that highlight quality trends and identify areas for improvement.

Scorecard score and Scorecard pass rate give you a quick view of Fin’s overall quality. The score shows average performance, while pass rate shows how often evaluated scorecards meet your quality threshold. Used with Scorecard fails, they help you see whether a drop in performance is a one-off issue or a wider problem.

Scorecard evaluation metrics help you track performance over time and spot changes that may be affecting Fin, such as a Knowledge Hub update or product launch. This makes it easier to identify trends and adjust Fin’s responses before quality drops further.

For deeper analysis, Evaluated scorecard criteria and Scorecard criteria scores show which parts of the conversation are working and which are not. They break performance down by specific criteria, such as technical accuracy or tone, so you can see exactly where Fin needs improvement.

To create a Monitors report go to Reports > All Reports > + New report > Monitors.

Scorecard attribute evaluation are qualitative data points used to categorize or filter your metrics.

All Monitor metrics are available in the custom report builder, so you can combine them with other Intercom data to create tailored views of conversation quality.

To build a custom report using Monitor metrics, go to Reports > + New report > Create your own and select the metrics you need from the Monitors category. You can filter by scorecard, time period, or any other attribute to focus on the segments most relevant to your team.