Gain visibility into the overall health of your entire support operation with a unified view of human and automated support in one comprehensive and detailed report. The Overview report brings together the most critical support KPIs, allowing support leaders to:

Monitor both teammate and Fin AI Agent performance side-by-side.
Understand how conversation volume is distributed across different agents and resolution paths.
Measure customer experience across both Fin and human interactions..
Track key metrics like resolution rate, response time, and customer satisfaction.

With this powerful report, you can make data-driven decisions to improve your support efficiency and customer experience.

Overview report

You’ll find the overview report under Reports > Overview.

Quickly see how you're handling conversations using the sankey chart which shows how support volume is distributed among:

Fin AI Agent - Conversations replied to by Fin using AI answers or Custom Answers.
Chatbot - Conversations replied to by a chatbot (bot messages you've built into a Workflow).
Teammate - Conversations replied to by a human agent.
No reply - Conversations closed without a reply (such as spam).

You'll also see the number and percentage of these conversations which ended up getting resolved and closed.

Hover over the chart information icon to see which metrics are used in each chart.

Learn how metrics are calculated and defined.

The overall volume growth line chart shows you where you've experience increased or decreased support volume for the selected time period and what's handling this volume.

Further down the report, you'll get an overview of channel performance to see how different support channels, such as chat, email, and apps are performing. This includes tracking conversation volume and understanding the median time it takes to close requests within each channel. By monitoring these metrics, you can pinpoint which channels are delivering the best results and where there might be room for improvement.

Performance metrics

The performance metrics section offers side-by-side comparisons of your human agents and Fin AI Agent. You can monitor key performance indicators (KPIs) such as resolution rate, response time, and handling time. This detailed comparison helps you identify areas where AI is excelling or where additional support for human teammates might be needed.

Fin AI Agent performance

Fin's performance metrics include:

Deflection rate
Resolution rate
Customer Experience (CX) score
Fin's impact over time

Understand how these metrics are defined and calculated in the Conversations dataset.

Teammate performance

Teammate performance metrics include:

Median first response time
Medium response time
Median time to close
Median handling time

Understand how these metrics are defined and calculated in the Conversations dataset.

Customer Experience

The Customer Experience section is based on your CX Score.

This includes:

Overall Customer Experience (CX) Score - out of all conversations.
Fin AI Agent Customer Experience (CX) Score - conversations that were only handled by Fin.
Fin AI Agent and Teammate Customer Experience (CX) Score - conversations where both Fin and a teammate handled it.
Teammate Customer Experience (CX) Score - conversations that were only handled by a teammate.
Customer Experience (CX) Score over time - Shows the trend over time using the above metrics in a multi-metric line chart.

Hover over metrics and click Drill-in to see detailed explanations of why a certain score was assigned.

Note:

The “Customer Satisfaction” section on the Overview report has been renamed to “Surveyed CSAT”.
Although CX Scores are calculated for both Fin and teammate conversations, you must be using Fin to view CX Scores across all conversations.

Surveyed CSAT

The CSAT score over time line graph allows you to track changes in customer satisfaction over time and compare this across teammates and Fin AI Agent. With this data, you can identify shifts in CSAT trends during different time periods and make informed decisions about staffing, AI performance, and overall support strategy.

Customization options

Date range: Select custom date ranges to view data for specific periods, including longer-term default date ranges: “Year to date,” “Past 6 months,” and “Past 12 months.”

Channel filters: Focus on specific support channels or view all channels together.

Team filters: Analyze performance for specific teams or individuals.

Dive deeper into conversations: The chart drill-in feature facilitates in-depth data exploration and root cause analysis, offering a detailed view of the data used to calculate metrics in a given chart. Select the Actions menu on a chart to use the chart-drill in and delve deeper or export your data as a CSV.