Fin for Ecommerce reporting gives you a clear view of how your AI agent performs across the entire customer journey, from product discovery to checkout and support.
When enabled, Fin for Ecommerce has its own reporting so you can easily measure and track performance.
How Fin for Ecommerce reporting works
Fin for Service and Fin for Ecommerce each have their own “involved” participation metric.
When you enable Fin for Ecommerce:
Reporting splits into two views (Service and Ecommerce)
You can filter conversations by role
You can measure performance independently for each role
Core Fin actions remain shared across both roles:
Resolved
Answered
Escalated
This ensures reporting stays consistent and avoids duplicating datasets.
View Fin for Ecommerce performance
Access the performance dashboard
From Fin AI Agent > Ecommerce > Analyze > Performance, you'll find a Fin performance dashboard with key metrics such as Fin for Ecommerce automation rate and CX Score when Fin is live.
Note: This dashboard is not customizable. Learn more.
Shopping funnel
The sankey chart visualizes how customers move through the shopping journey in conversations.
It shows progression across key steps such as:
Product recommendation
Product interaction (clicks)
Add to cart
Checkout
This helps you understand where customers convert or drop off during the journey.
Note: Use this Ecommerce Performance report for role-specific insights. The main Fin AI Agent report still combines both Service and Ecommerce roles.
Create custom reports
A Fin for Ecommerce report can still be created and customized from Reports.
Use this to:
Build tailored dashboards
Segment by audience or channel
Analyze trends over time
Fin for Ecommerce reporting attributes
Fin for Ecommerce introduces additional attributes to help track shopping behavior.
These include:
Fin for Ecommerce involved: Identifies conversations handled by the ecommerce role
Product recommended: Tracks when products are suggested
Product card clicked: Tracks engagement with product cards
Cart created: Indicates when a cart is started
Checkout link clicked: Tracks intent to purchase
These conversation custom attributes help you measure engagement, conversion, and overall performance across the shopping journey.
Use inbox views for closer analysis
To see all Fin for Ecommerce conversations, go to Fin AI Agent > Ecommerce > Analyze > Conversations.
Dedicated inbox views are automatically created when you enable Fin for Ecommerce. These views allow teammates to:
Filter ecommerce conversations
Separate ecommerce from support interactions
Review conversation quality and outcomes
This makes it easier to audit conversations and understand how Fin performs in real scenarios.
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