Resolution and escalations
How many conversations the AI resolved, and which went to your team.
Technology · AI Insights
See exactly what your agent delivers.
Resolution rate, escalations, customer ratings, top questions and the value your agent created, in one dashboard and a weekly report.
This monthai insights
- Resolved
- Share of conversations closed by the AI alone
- Escalated
- Handed to your team, with the reasons
- Top questions
- What customers asked most, so you can improve
- Value
- Orders placed, appointments booked, time saved
- Rating
- Customer ratings from 1 to 5 on every conversation
1–5rating on every conversation, on every plan
365 daysof history you can query
Weeklyreport straight to your inbox
Liveactivity and usage, as it happens
What you can see
The numbers a growing business needs.
Customer ratings
A 1–5 rating on every conversation, included in every plan.
Top questions
What customers ask most, to spot gaps in your knowledge.
Skill performance
How each skill, like booking or order lookup, is performing.
Value created
Orders placed, appointments booked and time saved, from values you set.
Live activity and usage
What is happening right now, and how much of your plan you’ve used.
Honest numbers
Built to be trusted, not to impress.
- Test and preview chats are left out of every metric
- Value figures are labelled “estimated” and use the values you set
- Up to a year of history, with a weekly report
Weekly reportevery Monday
- Highlights
- Resolution, ratings and escalations
- Questions
- New and rising topics
- Value
- Estimated value created, from your values
For every role
The view each person needs.
Is it paying off?
See the value your agent created and how customers rate it.
- Estimated value from orders, bookings and time saved
- Customer ratings over time
- Usage against your plan
Owner viewthis month
- Value
- Orders placed and appointments booked by the AI
- Time saved
- Hours your team didn’t spend on routine questions
- Rating
- Average customer rating
From insight to action
Numbers you can act on.
- 01
Spot
Top questions shows something customers keep asking.
- 02
Fix
Add an article or upload a document to the Knowledge Hub.
- 03
Check
Watch escalations on that topic fall.
- 04
Learn
Reflex captures the pattern for the next improvement.
What you can measure
Every metric, in plain words.
| Metric | What it tells you |
|---|---|
| Conversations | How many customer issues the agent handled |
| Resolution rate | Share closed by the AI without a person |
| Escalations | What went to your team, and why |
| Ratings | How customers rated each conversation, from 1 to 5 |
| Top questions | What people ask most |
| Skill performance | How each skill is doing |
| Time saved | Estimated hours your team got back |
| Tool outcomes | Which actions worked, and which didn’t |
Growth or Enterprise
Insight for everyone. Enterprise adds QA.
AX Growth
For growing businesses. Live in minutes.
- AI Insights dashboard and weekly report
- Built-in 1–5 ratings
- Surveys add-on for CSAT, NPS and CES
AX Enterprise adds
Same platform, more depth and control.
- Auto QA on every conversation (coming soon)
- Mission Control for live operations
- Vitals scheduled business reviews (coming soon)
Questions about AI Insights.
Are test chats counted?
No. Preview and test conversations are left out of every metric.
How is “value created” calculated?
From values you set, such as the average worth of a booking. It is always labelled as an estimate.
Can I get more detailed surveys?
Yes. The Surveys add-on adds full CSAT, NPS and CES surveys. Basic 1–5 ratings are included in every plan.
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