The Support Analytics page provides you with comprehensive insights into how Rep's AI handles customer support interactions and reduces your support workload. This dashboard shows performance metrics from AI-powered customer service conversations and support ticket deflection.
Navigate to Support Analytics
To navigate to the Support Analytics page:
- Log into the Rep console at the following link: https://app.hellorep.ai/home
- In the left-hand menu, navigate to Analytics > Support.
Dashboard Cards
The dashboard cards listed below appear at the top of the Support Analytics page, providing key metrics about your AI's support performance.
Resolved by AI
- Percentage of customer support inquiries that were successfully resolved by the AI without human intervention
- Click See Conversations to view specific interactions where the AI successfully resolved customer inquiries
Handled by Humans
- Percentage of support cases that required human agent intervention
- Click See Conversations to review conversations that needed human assistance
Question-Answering Rate
- Percentage of customer questions for which the AI was able to find the answer.
- Click See Conversations to view conversations where the AI successfully answered questions
Unanswered Questions
- Number of customer questions for which the AI could not find the answer.
- Click See Conversations to review unanswered inquiries and improve AI responses
Deflected Support Tickets
- Number of potential support tickets prevented through AI resolution
- Click See Conversations to view interactions that prevented ticket creation
Potential Savings From Ticket Reduction
- Estimated cost savings from AI handling support inquiries instead of human agents
- Helps quantify the ROI of your AI support implementation
Customer Satisfaction Survey
- Customer satisfaction scores from conversations with the AI
- Click either the Yes or No bar in the chart to view conversations where customers completed the survey
Support Skills Performance
This section displays a table with support skills performance data organized into columns, showing how effectively each configured support skill performs.
Support Skills Columns
Created At (leftmost column): The date and time when each support skill was configured or last updated
Conversations: Number of customer conversations where this support skill was activated
Successfully Handled: Number of conversations where the AI successfully resolved the issue using this skill
Success Rate: Percentage of conversations where this support skill led to successful resolution
Click on individual support skills to view the conversations where that skill was activated and see detailed performance metrics.
Filters
Filters are available in the upper right corner of the Support Analytics page. The Dashboard Cards and Support Skills Performance metrics will update to reflect any applied filters.
Date Range
Clicking the date range opens a calendar selector. Select a start date and end date to analyze support performance for specific time periods.
Filter Tab
The options below are available by clicking the Filter tab in the upper right corner. After clicking the Filter tab, select your desired filters and click Add Filter in the upper right corner to apply them to the page.
Customers
- All: Shows data for all website visitors seeking support
- New: Displays metrics for first-time visitors only
- Returning: Shows data for customers who have visited before
Platform
- All: Includes data from all devices and sources
- Desktop: Shows metrics for desktop users only
- Mobile: Displays mobile user interactions
- Helpdesk: Interactions originating from customer support channels
Traffic Source
- All: Includes all traffic sources
- Direct: Visitors who came directly to your site
- Referral: Traffic from other websites
- Search: Visitors from search engines
- Social: Traffic from social media platforms
Social Media Integration
- Instagram DM: Support interactions originating from Instagram direct messages
- Facebook DM: Support conversations started through Facebook Messenger
- WhatsApp DM: Customer service communications via WhatsApp integration
Need help or advice? Reach out to us at: support@hellorep.ai