Insights
Measure how your assistants perform with resolution rate, ratings, volume, and trends.
Insights is your analytics view. It answers the questions leaders ask: are assistants resolving issues, are visitors satisfied, and how much work are they handling. Open Insights from the sidebar.
The overview
The overview presents the headline numbers for the period you choose, along with a chart of activity over time. Typical measures include:
- Resolution rate, how often the assistant resolved the issue without a human.
- Answer rating, the balance of positive and negative feedback from visitors.
- Conversations and unique visitors, the volume of activity.
- Escalations, how often conversations reached your team.
- Answers per conversation and related ratios that describe depth of use.
Use the date range and filters at the top to focus on a period, an assistant, or a segment of traffic.
Trends
Trends turn raw activity into a written analysis. You create a trend report by naming it, choosing a date range, and selecting the segments to include, such as assistants, channels, or escalation and feedback. Ciele then generates an analysis and saves it to your Trends list so you can revisit it. A trend report needs enough conversations in the window to be meaningful, so choose a period with real activity.
Exports
For reporting outside Ciele, the exports view holds report files you can search, sort, and download. Use exports when you need to bring the numbers into your own tools or share them with stakeholders.
Pair numbers with conversations
Insights tells you what is happening; the Inbox tells you why. When a number moves, read a handful of conversations from that period to understand the cause.