Using the Insights Dashboard
Once you have completed the setup and Insights are active, the AI Insights dashboard gives you a comprehensive view of your chat data. Here’s how to navigate and make the most out of your insights:
Dashboard Overview & metric breakdown
1. Total Chats
Displays the total number of chats analyzed in the selected period, with a comparison to the previous period to help you track trends in your chat volume.
2. Resolution Rate
How it’s calculated: Each conversation is classified based on whether a clear outcome was reached in the chat. If the issue is explicitly resolved, it’s marked as “Solved.” Otherwise, it’s “Incomplete,” “Unsolved,” or “Unsolved / No Info” if unclear.
Solved: The chat ended with a clear resolution.
Incomplete: The conversation did not reach a clear outcome, such as the user stopped responding.
Unsolved: The system could not solve the inquiry in a satisfying manner.
Unsolved/No Info: The bot expresses specifically that is lacks information to resolve the user's inquiry. This could be interpreted as a knowledge gap.
Resolution Over Time: Shows how resolution types have changed across recent months. This helps you monitor improvements or spot periods needing attention.
3. Sentiment
Displays the distribution of Positive, Negative, and Neutral conversations, helping you gauge overall customer satisfaction and changes in sentiment over time.
How it’s calculated: Only user messages are analyzed. Positive sentiment is flagged if the user expresses gratitude or satisfaction, especially at the end of the chat. Clear complaints or frustration are classified as negative. All other cases, or a mix, are considered neutral. (Bot messages are always ignored.)
4. Most Common Topics
How it’s calculated: AI Insights reviews each conversation and assigns up to two relevant topics that reflect the user's main issues. The first button the user clicks is prioritized, and explicit statements from the user determine which topics are set on the conversation. If no clear issue is mentioned, no topic will be set. Available topics are customized for each customer’s needs on the Config page.
Chat History Table
Below the main charts, you’ll find a detailed table of individual chat records, showing:
Username: The participant in the conversation.
Resolution: The outcome status (e.g., Solved, Incomplete, Unsolved, Unsolved / No Info).
Sentiment: The tone of the conversation (Positive, Neutral, Negative).
Topics: The main topics identified in the chat.
Viewing Chat Details and Insight Reasoning
Clicking on any chat entry in the chat history table will open a detailed modal, allowing you to:
View the full conversation transcript: Read the entire chat to understand the context.
See detailed insight breakdowns: For each identified topic, sentiment, or resolution, you can see the AI’s reasoning, including the relevant parts of the conversation used for analysis.
Refresh insights: If needed, you can refresh the insights to reanalyze the conversation with updated settings or data. If a chat has no Insights yet, you can use this button to manually trigger the chat for analysis.
Making the Most of Your Insights
Track Trends: Use the dashboard to notice shifts in chat volume, resolution rates, or sentiment, which could signal changes in customer needs or agent performance.
Identify Focus Areas: Look for frequent unresolved issues, negative sentiment, or trending topics to prioritize improvements.
Investigate Details: Drill down into individual chat records for a deeper understanding of customer interactions and context behind the metrics.
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