Analytics
What resolved, how fast, and what it could not answer
Four numbers that matter and the reasons behind them — counted across every channel together, in your workspace's own timezone.
Conversations handled
The volume over 7, 30 or 90 days, with the change against the period before it.
Auto-resolved by AI
How many finished without a person. The single number most teams are actually buying.
Median first response
A median rather than a mean, because response times are long-tailed enough that the two say genuinely different things.
Handoff rate, with reasons
Not only how often it hands over, but why — asked for a person, frustrated, or not in your sources.
Topics
What customers are actually asking about, and which topics the agent resolves on its own.
Export it
CSV of the period you are looking at, for the spreadsheet someone will inevitably want.
Watch the reasons, not just the rate
A rising 'not in your sources' is a knowledge problem. A rising 'frustrated' is a different one entirely.