{"Status":true,"Message":"","Response":{"post":{"postuid":"5a570475-5005-49d7-95df-46747ae5d3fb","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Chat Reports","slug":"article/chat-reports","html":"\u003Cp\u003EChat reports show how much the AI agent resolves on its own, how quickly your team responds, and how visitors rate their conversations. They also show which questions your documentation doesn\u0027t answer yet. Open them from \u003Cb\u003EInbox\u003C/b\u003E, then \u003Cb\u003EReports\u003C/b\u003E, and choose the last 7, 30 or 90 days.\u003C/p\u003E\u003Ch2 id=\u0022metrics\u0022\u003EMetrics\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EMetric\u003C/th\u003E\u003Cth\u003EWhat it means\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EConversations\u003C/td\u003E\u003Ctd\u003EConversations started in the period, and how many were closed\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAI resolution rate\u003C/td\u003E\u003Ctd\u003EOf the conversations the AI took part in, the share it resolved without a person\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EEscalation rate\u003C/td\u003E\u003Ctd\u003EThe share of conversations handed to your team\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EFirst response (median and p90)\u003C/td\u003E\u003Ctd\u003ETime from handoff (or start) to the first reply from a person\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ETime to close (median)\u003C/td\u003E\u003Ctd\u003ETime from start to close\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ECSAT\u003C/td\u003E\u003Ctd\u003EThe share of ratings that were 4 or 5 out of 5, with the number of ratings and the average\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EConversations per day\u003C/td\u003E\u003Ctd\u003EDaily volume, with escalations highlighted\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Ch2 id=\u0022how_ai_resolutions_are_counted\u0022\u003EHow AI resolutions are counted\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EConfirmed:\u003C/b\u003E the visitor clicked \u003Cb\u003EThat helped\u003C/b\u003E, or said the problem was solved.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EAssumed:\u003C/b\u003E the AI gave the last answer, the conversation was never handed to your team, and the visitor didn\u0027t come back within 24 hours.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022questions_the_ai_couldnt_answer\u0022\u003EQuestions the AI couldn\u0027t answer\u003C/h2\u003E\u003Cp\u003EThis list shows the visitor\u0027s exact words each time the AI couldn\u0027t find an answer in your articles. Each one is a gap in your documentation. Write an article that answers it, publish it, and the AI can resolve that question next time. Click \u003Cb\u003EOpen\u003C/b\u003E to read the whole conversation.\u003C/p\u003E\u003Cp\u003EFor article-level insights, such as most-viewed and least-helpful articles, see the \u003Ca href=\u0022/article/dashboard\u0022\u003EDashboard\u003C/a\u003E. To make the AI search the right content, see \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003EChat Knowledge Sources\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","author":{},"featured_image_updating":false,"meta_description":"Chat reports track AI resolution, team response times, visitor ratings, and unanswered questions to improve support with detailed metrics and insights.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"total_views":0,"date_published":"2026-09-26T16:45:26.267","date_updated":"2026-09-26T16:45:26.937","date_created":"2026-09-26T16:30:46.1"}}}