Gain visibility into the overall health of your entire support operation with a unified view of human and automated support in one comprehensive and detailed report. The Overview report brings together the most critical support KPIs, allowing support leaders to:
Monitor both teammate and Fin AI Agent performance side-by-side.
Understand how conversation volume is distributed across different agents and resolution paths.
Identify top customer contact reasons and topics driving low CSAT.
Track key metrics like resolution rate, response time, and customer satisfaction.
With this powerful report, you can make data-driven decisions to improve your support efficiency and customer experience.
Overview report
You’ll find the overview report under Reports > Overview.
Quickly see how you're handling conversations using the sankey chart which shows how support volume is distributed among:
Fin AI Agent - Conversations replied to by Fin using AI answers or Custom Answers.
Chatbot - Conversations replied to by a chatbot (bot messages you've built into a Workflow).
Teammate - Conversations replied to by a human agent.
No reply - Conversations closed without a reply (such as spam).
You'll also see the number and percentage of these conversations which ended up getting resolved and closed.
Hover over the chart information icon 
to see which metrics are used in each chart.
The overall volume growth line chart shows you where you've experience increased or decreased support volume for the selected time period and what's handling this volume.
Further down the report, you'll get an overview of channel performance to see how different support channels, such as chat, email, and apps are performing. This includes tracking conversation volume and understanding the median time it takes to close requests within each channel. By monitoring these metrics, you can pinpoint which channels are delivering the best results and where there might be room for improvement.
Performance metrics
The performance metrics section offers side-by-side comparisons of your human agents and Fin AI Agent. You can monitor key performance indicators (KPIs) such as resolution rate, response time, and handling time. This detailed comparison helps you identify areas where AI is excelling or where additional support for human teammates might be needed.
Fin AI Agent performance
Fin's performance metrics include:
Fin involvement
Answer rate
Deflection rate
Resolution rate
Fin's impact over time
Understand how these metrics are defined and calculated in the Conversations dataset.
Teammate performance
Teammate performance metrics include:
Median first response time
Medium response time
Median time to close
Median handling time
Understand how these metrics are defined and calculated in the Conversations dataset.
Customer satisfaction
The customer satisfaction line graph allows you to track changes in customer satisfaction over time and compare this across teammates, Fin AI Agent, and chatbots. With this data, you can identify shifts in CSAT trends during different time periods and make informed decisions about staffing, AI performance, and overall support strategy.
Understanding why your customers are reaching out is crucial to improving their experience. Topics driving dissatisfaction help you analyze which topics are leading to lower customer satisfaction (CSAT) scores, allowing you to focus on resolving the issues that matter most to your customers.
Customization options
Date range: Select custom date ranges to view data for specific periods, including longer-term default date ranges: “Year to date,” “Past 6 months,” and “Past 12 months.”
Channel filters: Focus on specific support channels or view all channels together.
Team filters: Analyze performance for specific teams or individuals.
Dive deeper into conversations: The chart drill-in feature facilitates in-depth data exploration and root cause analysis, offering a detailed view of the data used to calculate metrics in a given chart. Select the Actions menu on a chart to use the chart-drill in and delve deeper or export your data as a CSV.
Changes from the previous overview report
The new holistic overview report is replacing the previous overview report. Most of the data found in the old overview report can be found either in custom reports or in another report.
The old overview report will still be accessible via a banner, however, this report will soon be deprecated.
Here’s a list of what was in the old report that’s not in the new report:
The New people chart isn’t available anywhere else in reporting. There are no plans to migrate this to the reporting platform.
New conversations is in custom reports and the Conversations report.
Top pages for new inbound conversations is available in custom reports. You can “View by” the new “Source URL” data attribute, e.g. “New conversations by Source URL”.
Median first response time and Median time to close are in custom reports and the Responsiveness report.
Conversation ratings can be found in the new Overview report (as CSAT over time). It’s also in custom reports, the CSAT report, and the Teammate performance report.
Frequent answers from Resolution Bot isn’t available anywhere else in reporting. You can get the same data by sorting your list of custom answers by the “Sent” column.
Top viewed articles are in the Articles report. They’re not yet available in custom reports.
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