Analytics

Conversations and the agent

Volume, quality and the agent's results

How many conversations came in, how the agent handled them, what came of it and what it cost.

How the page works

The page answers four questions for your period (default: this month): how many conversations came in, how the agent handled them, what came of them, and what they cost.

The agent's sales here are the “The agent” share of Capi revenue for the same period, so they always match the revenue page.

The agent's key figures

Read the agent's performance top to bottom

1
Volume
“Conversations” gives the count and from how many customers. “Conversations by day” splits it by channel: the three busiest in colour, the rest as “Other”. A period longer than 92 days shows its last 92 days.
2
Who finished, what sold, what it cost
Three cards side by side under the chart.
1. 1“Who finished the conversation”: the agent alone, your team helped, or handed to a person.
2. 2“From conversation to sale”: recommendations, orders where the customer bought a product the agent recommended, and their revenue.
3. 3“What the agent cost”: AI cost in the period, per conversation and per order it helped.
3
Unanswered questions
“Questions it had no answer for” lists the three asked most. Press “Answer” to add it once — the agent then always knows.
4
How customers felt
From their ratings: happy (4–5), neutral (3), unhappy (1–2), with complaints recorded and hand-overs to a person.
5
By agent and channel
“By agent” shows each agent name with its channel: conversations, resolved alone, handed over and rating. One engine — the names are per channel. Below: devices (site widget chats only) and channel growth by month over the last 6 months.

What each figure means

Figure	How it's counted	When no number shows
Resolved by the agent alone	Conversations with no staff message ÷ all conversations in the period	No conversations: “Not measured”
Your team helped	Staff wrote, without a formal hand-over	—
Handed to a person	Conversations the agent escalated to your team	—
Revenue in “From conversation to sale”	Value of the recommended products in the orders	No orders: a real zero
What the agent cost	AI cost in dollars from the provider's prices	No usage: “—”

Cost is in dollars and revenue in your store's currency, so one is never divided by the other.

Improving the agent

84% resolved alone means your team stepped into 16 of every 100 chats. Read those to see what the agent is missing.
Start each week with “Questions it had no answer for”. Every answer cuts hand-overs.
Many recommendations but few orders? The suggested products don't fit — check descriptions and stock.
Turn on rating requests after a chat closes (conversation settings) to see “Customer satisfaction”.
“Share the month's win” at the top makes an image with the month's real figures to share.

Common misreadings

Problem“Customer satisfaction” is empty although there are chats.
FixRating requests are off, or no one rated yet. The reason is under the tile.
ProblemDevices show fewer than the conversations.
FixThe device is recorded for site widget chats only, not WhatsApp or Instagram.
ProblemA staff member wrote, so it's “Handed to a person”.
FixNo — it shows under “Your team helped”. “Handed to a person” is only for chats the agent escalated.

Screenshot from a demo store

Parts of the page

1
Resolved by the agent alone
Conversations no one on your team wrote in.
Example84% means your team stepped in on 16 conversations in every 100.
2
From conversation to sale
Orders where the customer bought a product the agent recommended — the same figure as on the revenue page.
3
What the agent cost
AI cost in dollars at the provider's prices. We don't divide revenue by it because the two currencies differ.

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