Overview
Chats Insights provides all the essential metrics to evaluate the performance of your Widget conversations. It serves as a central hub where you can view all your conversations in one place. With advanced search and sorting features, you can easily find specific conversations, such as those with CSAT responses, ones that utilized particular workflows, or chats that include specific keywords from either the user or the Widget.
Access Insights Overview
Click Solve > Widget Insights > Chats.
Top Level Metrics
The top-level metrics show you the key performance metrics of Widget conversations during the pre-selected time window.
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Deflections
Counts chat sessions where the user was not transferred to a human agent (handoff) or did not issue a ticket. Even if a single chat session involved multiple handoffs or generated several tickets, it counts as one non-deflected chat. -
CSAT
The average Customer Satisfaction (CSAT) scores from chats. -
Quick Feedback
Direct feedback from users about the usefulness of the article when it was surfaced. -
Relevance (only visible when Discover is enabled)
Uses AI to rate how well the response addresses the user's inquiry. Each deflected chat receives one relevance rating. Non-deflected chats and some historical chats won’t have a relevance rating. -
Engagement (only visible when Discover is enabled)
Uses AI to determine if the user stayed engaged throughout the chat or dropped off midway.
Search by Chat ID, Query, or Chat content
Use the dropdown to select either Chat ID, Query (user query), or Chat, then type in the search field to find the conversation you're looking for.
Sort by various attributes
With the filter function, you can select multiple attributes to locate the conversations you're interested in quickly. The available attributes include workflow types (e.g., classic, autoflows), specific workflows used, relevance score, relevance, user engagement, CSAT, and whether the conversation includes user queries.