Conversation volume and response times

Open Reports in the app to see how support is going. Pick a date range with the range picker.

Summary figures

Figure	Meaning
Conversations	Conversations started in the range.
Resolved by AI	Conversations where the AI agent recorded a resolution.
Median first reply by a person	How long customers waited for a human reply, typically.
Articles rated helpful	Helpful ratings on help articles.

Charts and tables

Conversations per day charts volume over the range, and By week gives a table with conversations, AI resolutions and median first reply per week. Article ratings lists helpful and not helpful counts.

Days are in UTC.

Empty ranges

Until customers use your widget there is nothing to show. A longer range may help. The page explains when no data exists yet.

About resolutions

The AI resolution figure follows the working rule described in what counts as a resolution. That rule is not final.

This page needs the Reports module. See switch modules on and off.