After you’ve set Fin AI Agent live, you’ll be able to monitor it's performance with Intercom reporting.
Create Fin AI Agent report
To create a new custom Fin AI Agent report, click on the + icon at the top of your Reports section, then select the Fin AI Agent template to get started quickly.
You can also create your own custom report from scratch on the Advanced or Expert plan.
Use Fin AI Agent report template to see
Fin AI Agent deflection rate
Fin AI Agent resolution rate
Fin AI Agent CSAT score
Fin AI Agent’s impact over time
Fin AI Agent involvement rate
Fin AI Agent involved conversations over time
Conversations where Fin AI Agent was involved - by channel
Conversations where Fin AI Agent was not involved - by channel
Fin AI Agent resolved conversations
Fin AI Agent resolved conversations over time
Fin AI Agent answer rate
Fin AI Agent routed to team rate
Fin AI Agent abandoned rate
Fin AI Agent content performance
Fin AI Agent assumed resolution rate
Fin AI Agent confirmed resolution rate
Fin AI Agent CSAT survey responses
Fin AI Agent conversation ratings
Fin AI Agent conversation ratings - by time
Fin AI Agent conversation ratings remarks
Understand chart data
Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.
Learn more about Fin AI Agent metrics in the Conversations dataset.
Customize the Fin AI Agent report template
The Fin AI Agent report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.
Fin AI Agent report use cases
The top section of the report focuses on three key metrics used to measure Fin AI Agent's performance:
Deflection rate
Resolution rate
Customer satisfaction (CSAT) score
Fin AI Agent involvement
These charts show the involvement rate and the absolute number of conversations Fin is involved in over time.
There are also channel-specific conversation charts. One of the charts shows conversations by channel that Fin is involved in. The other shows conversations by channel that Fin is not involved in.
Fin AI Agent resolutions
The charts in this section will breakdown how well Fin AI Agent is handling conversations.
Fin AI Agent content performance
The Fin AI Agent content performance table shows you how each item of content is performing with Fin. You can sort the table by Fin AI Agent involved conversations to see the content Fin uses the most/least, or sort the table by Fin AI Agent involved conversations to see the content that provides the most/least resolutions.
Tips:
Ensure the content Fin uses the most is kept accurate and up to date as a priority.
If the number in the Fin AI Agent resolved conversations column is significantly lower than the involved conversations column for a piece of content, it means the information Fin is using is not providing satisfactory answers to customers.
Examine the underperforming content for missing, inaccurate, or ambiguous information and revise where necessary, empowering Fin to tackle customer issues more effectively.
Fin AI Agent customer satisfaction
In this section you can view both Fin AI Agent's CSAT score and the total number of CSAT survey responses received.
The breakdown of ratings provides not only the percentage of positive ratings but also the variance across the scale from 1 (Terrible) to 5 (Amazing).
Customer comments can be seen in the table at the bottom of this report. This report is not editable.
Report on Fin AI Agent using the API
Fin AI Agent metadata is also available through the Conversation model in version 2.11 of the API and all future versions.
This means that any time your AI agent becomes involved in a conversation, you will see information related to the nature of this involvement including the source (e.g. Workflow name), resolution state outcome, customer rating, as well as content sources used by Fin.
In addition to just providing you with this information, you can now use the Conversations Search endpoint to search for conversations with these new attributes, allowing you to build your own custom reports with the API data as described here.
Resolution state is only provided for conversations after August 2, 2023. We plan to update this for older conversations soon.
Comparing Fin AI Agent to Resolution Bot
Comparing Fin AI Agent to Resolution Bot
If you previously used Resolution Bot, you will be able to access the previous Resolution Bot report from the banner at the top of the page.
To compare Fin AI Agent’s performance with your previous Resolution Bot performance, use the date filters to set a custom date range.
Set the date to begin on the day you first set Fin AI Agent live, and select the end date.
Now, you'll be able to analyze the impact of Fin AI Agent compared to the previous period in which Resolution Bot was being used. For example, if you've selected a date range of 31 days, you'll see how this compares to the previous 31 day period.
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