Chat Reports
Chat 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't answer yet. Open them from Inbox, then Reports, and choose the last 7, 30 or 90 days.
Metrics
| Metric | What it means |
|---|---|
| Conversations | Conversations started in the period, and how many were closed |
| AI resolution rate | Of the conversations the AI took part in, the share it resolved without a person |
| Escalation rate | The share of conversations handed to your team |
| First response (median and p90) | Time from handoff (or start) to the first reply from a person |
| Time to close (median) | Time from start to close |
| CSAT | The share of ratings that were 4 or 5 out of 5, with the number of ratings and the average |
| Conversations per day | Daily volume, with escalations highlighted |
How AI resolutions are counted
- Confirmed: the visitor clicked That helped, or said the problem was solved.
- Assumed: the AI gave the last answer, the conversation was never handed to your team, and the visitor didn't come back within 24 hours.
Questions the AI couldn't answer
This list shows the visitor's exact words each time the AI couldn't 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 Open to read the whole conversation.
For article-level insights, such as most-viewed and least-helpful articles, see the Dashboard. To make the AI search the right content, see Chat Knowledge Sources.