Insights
Review current Conversation, answer, escalation, feedback, and Notification metrics.
Insights calculates Organization metrics from stored runtime events. Use the available date range and Assistant filters to change the data set.
Current overview
The overview can include these measures:
- Conversations and unique Visitors
- AI answers
- AI Resolution Rate
- answer ratings and customer satisfaction data
- escalations
- answers per Conversation
- languages and engagement ratios
- feedback and grading measures
- Notifications Sent
The exact cards depend on available data for the selected period.
Data freshness
Insights stores the calculated overview for up to five minutes for each Organization and filter set. Every Member of the Organization reads the same stored overview.
A change a Member makes in the console (to an Assistant, a Conversation, or an Improvement) clears the stored overview at once. Widget traffic (new Conversations, answer ratings, satisfaction scores, escalations) reaches the numbers within five minutes.
To force a new calculation before the five minutes end, send DELETE /api/insights from a signed-in browser session. The response is 204 and the next read calculates the overview again. Any Member of the Organization can send this request.
Notification counting
A Notification is not an AI answer. A Notification-only session does not increase Conversation or answer KPIs.
The Notifications Sent measure and its chart series record proactive delivery separately.
Investigate a change
- Select the required date range and Assistant.
- Identify the metric that changed.
- Open the Inbox with the same scope.
- Read representative Conversations.
- Create Improvements for actionable answer problems.
Use Exports for structured Conversation records.