Analytics and Reports
The Home dashboard includes a Reports widget showing metrics for the last 7 days:
Tickets processed
Resolution rate
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Avg CSAT
Outputs
The Outputs tab in your agent workspace shows every conversation your agent has handled. Each conversation includes:
Resolution
Whether the conversation was resolved without human intervention
CSAT
Customer satisfaction rating (Great, Good, Fair, Poor)
Gap in training
Whether the agent lacked knowledge to answer the question
Channel
Which integration or channel the conversation came from
CSV export
You can export your conversation history and metrics as a CSV file. The export is generated and sent to your email.
Using Outputs to improve your agent
Look for gaps in training. Filter by conversations flagged as having a gap — these show you exactly where you need to add more knowledge.
Review low CSAT scores. Conversations rated Fair or Poor highlight areas where your agent's responses need improvement.
Check resolution rates. A high resolution rate means your agent is handling conversations well. If it's low, review the escalated conversations to understand why.
Skills
Skills are a great way to use plain text instructions to explain to the agent the information it should extract in a report. Some Skills we have are:
Support Analytics Skill
KB Auto Updater
and more.
Simply add the skill, edit the text field instructions within the skill (like adding a time frame, and what info it should extract like "top 10 questions") and hit run.
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