Introduction
The Support Analytics dashboard provides valuable insights into how your AI Concierge assists with customer service inquiries. This powerful tool helps you measure automation effectiveness, understand human escalation patterns, and quantify the efficiency gains from using Rep AI to handle support tickets.
Accessing the Support Analytics Dashboard
Log in to your Rep AI Console
Navigate to "Analytics" in the left sidebar menu
Select the "Support" tab
Understanding Your Support Dashboard Metrics
Resolved by AI
What it shows: The percentage of support interactions handled entirely by your AI Concierge without human intervention.
Why it matters: A higher percentage indicates greater automation efficiency, reducing your team's workload.
Handled by Humans
What it shows: The percentage of conversations that were escalated to a human support agent.
Why it matters: This helps you understand how often customers need human assistance beyond what the AI can provide.
Question-Answering Rate
What it shows: The percentage of customer questions your AI was able to successfully answer.
Why it matters: This metric reflects your AI's knowledge breadth and accuracy, helping you identify areas for improvement.
Unanswered Questions
What it shows: The number of customer questions your AI couldn't answer effectively.
Why it matters: This highlights knowledge gaps that you can address to improve your AI's performance.
Deflected Support Tickets
What it shows: The number of customer-initiated support conversations that were fully handled by your AI.
Why it matters: Each deflected ticket represents time saved for your support team.
Potential Savings from Ticket Reduction
What it shows: An estimate of cost savings from AI-handled support tickets (calculated as a set amount per deflected ticket).
Why it matters: This helps quantify the ROI of your AI investment in concrete financial terms.
Customer Satisfaction Survey
What it shows: Feedback from customers who interacted with your AI, including helpful/not helpful ratings.
Why it matters: This provides direct insight into how customers perceive their AI support experience.
Support Skill Performance
The bottom section of your dashboard displays specific support skills and their performance metrics:
Skill: The type of support task your AI can handle (e.g., Cancel Order, Change Order Address)
Created At: When the skill was added to your AI
Conversations: Number of times this skill was used
Successfully Handled: How many conversations were fully resolved by the AI
Success Rate: Percentage of successful resolutions
Using Filters to Refine Your Analytics
To gain more targeted insights, use the filtering options available:
Date Range Selection:
Click the date picker to select a custom time period
Use preset options like Today, Yesterday, This Week, or Last Month
Apply custom date ranges using the calendar interface
Customer Segments:
Filter by New or Returning customers
See how different customer types interact with your AI
Traffic Source:
Filter by Direct, Referral, Search, or Social traffic
Understand how acquisition channel affects support needs
Platform:
Select Web (Desktop + Mobile), Desktop only, Mobile only, or Simulator
Compare AI performance across different platforms
View messaging platform data when available (Instagram DM, Facebook DM, Whatsapp DM)
Making the Most of Your Support Analytics
Compare to Previous Periods: Toggle the comparison feature to see how your metrics have changed over time
View Conversations: Click "See conversations" links to review actual chat transcripts related to each metric
Address Unanswered Questions: Review and update your AI's knowledge base to fill identified gaps
Calculate ROI: Use the Potential Savings metric to demonstrate the value of your AI investment
Troubleshooting Low Performance
If your metrics show room for improvement:
Review unanswered questions to identify knowledge gaps
Check your Support Skills settings to ensure they're properly configured
Consider expanding your AI's training with additional product information or customer service policies
Adjust escalation thresholds if too many or too few conversations are being handed to human agents