The three numbers that matter
- Conversations. How many customers wrote to you. The basis for everything else — and for your invoice.
- Solved alone. The share where no person had to step in. That is the number that saves your time.
- Handovers. How often a person was needed, and why. When the share rises, something is missing from the knowledge base.
What counts as a conversation
One customer, one matter, up to ten answers or 24 hours — whichever comes first. If the same customer writes again the next day, that is a new conversation. Billing uses the same unit.
Knowledge gaps
Questions the AI had no supported answer for are collected separately. This is the most useful list in the whole dashboard: it does not tell you that something is missing, it tells you what. Every gap you close lowers the handover rate for good.
Numbers that say less than they seem to
Comparing periods
Compare periods of equal length and watch for holidays and campaigns. A jump after a discount code says nothing about the quality of your answers.
When numbers are missing
An empty chart usually means nothing happened in that period. If it stays at zero while conversations are running, check under Channels whether that channel is really connected.