After you’ve set Fin AI Agent live, you’ll be able to monitor it's performance with Intercom reporting.
Create a Fin AI Agent report
Go to Reports and create a new report, then select the Fin AI Agent template to get started quickly.
You can also create your own custom report from scratch on the Advanced or Expert plan.
Use Fin AI Agent report template to see
Fin AI Agent involvement rate
Fin AI Agent involvement
Fin AI Agent resolution rate
Fin AI Agent deflection rate
Fin AI Agent answer rate
Fin AI Agent abandoned rate
Fin AI Agent routed to team rate
Fin AI Agent’s impact over time
Fin AI Agent conversation ratings and remarks
Fin AI Agent AI answer resolution rate
Fin AI Agent Custom Answer resolution rate
Fin AI Agent resolved conversations by Fin AI Agent resolution state (assumed/confirmed)
Understand chart data
Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.
Learn more about Fin AI Agent metrics in the Conversations dataset.
Customize the Fin AI Agent report template
The Fin AI Agent report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.
Report on Fin AI Agent using the API
Fin AI Agent metadata is also available through the Conversation model in the API’s unstable version.
This means that any time your AI agent becomes involved in a conversation, you will see information related to the nature of this involvement including the source (e.g. Workflow name), resolution state outcome, customer rating, as well as content sources used by Fin.
In addition to just providing you with this information, you can now use the Conversations Search endpoint to search for conversations with these new attributes, allowing you to build your own custom reports with the API data as described here.
Resolution state is only provided for conversations after August 2, 2023. We plan to update this for older conversations soon.
Comparing Fin AI Agent to Resolution Bot
Comparing Fin AI Agent to Resolution Bot
If you previously used Resolution Bot, you will be able to access the previous Resolution Bot report from the banner at the top of the page.
To compare Fin AI Agent’s performance with your previous Resolution Bot performance, use the date filters to set a custom date range.
Set the date to begin on the day you first set Fin AI Agent live, and select the end date.
Now, you'll be able to analyze the impact of Fin AI Agent compared to the previous period in which Resolution Bot was being used. For example, if you've selected a date range of 31 days, you'll see how this compares to the previous 31 day period.
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