Reviewing support performance

Use the Conversations report to review support activity, check how visitors rate their experience, and find questions your website could answer more clearly. Use the support inbox to verify individual conversations and follow up with people who still need help.

You need access to the Dashboard and support conversation data. Running a new AI analysis also requires permission to manage site settings.

Open the Conversations report

1. Open Dashboard and find Insights.
2. Select View full analytics, then Conversations.
3. Choose a reporting period: Last 7 days, Last 30 days, Last 90 days, Last 12 months, or All time.
4. Read the four metric cards, including the smaller counts beneath them. Then check Analyzed at the bottom of the report, or Not analyzed yet if no saved analysis is available.

The metric cards use conversations available to the report, grouped by their latest message time. A conversation started earlier can appear in the selected period if it received a later message.

Treat this as a view of recent support activity, not a complete historical audit. The report loads a limited recent set of conversations; choosing All time does not retrieve the entire archive. For older chats, use Open the support inbox, choose All, and select Load older chats as needed.

Read the four metrics correctly

Conversations

The number of available conversations whose latest message falls in the selected period. More conversations can mean more visitors, more questions, or more confusion. Check the questions before judging the increase.

Resolved

The percentage of those conversations currently marked resolved. The count below shows how many out of the total. Resolved is a conversation status; it does not prove that a refund, account change, or other promised action was completed.

Satisfaction

The average visitor rating out of five, using only conversations with a rating. Check the number of ratings: a few may not represent everyone who contacted you. A dash with no ratings yet is missing feedback, not a zero score.

First reply

The average time from the first visitor message to the first recorded AI or team reply, among conversations with a valid reply time. This is not the time to a human response after handoff, the average for every message, or the time to resolution. Unanswered chats are not included in the average.

For a fixed reporting period, comparisons use the preceding period of the same length. Conversation counts change by a percentage when a previous count exists. Resolved changes in percentage points, shown as pp; a move from 60% to 70% is an increase of 10 percentage points. Satisfaction changes on its five-point scale, while first-reply comparisons say how much faster or slower replies were.

All time has no equal-length previous-period comparison. A missing comparison can also mean there were no suitable ratings, replies, or conversations to compare. Check the sample sizes before treating a small movement as a trend.

Separate current counts from saved analysis

The four metric cards come from recorded conversations. Next steps, What customers ask about, and How conversations felt use the latest saved analysis and can be older than the counts above them.

Changing the reporting period does not rerun that analysis or limit its topics and sentiment to your new selection. The saved analysis uses a recent conversation sample, with a last-30-days basis for its summary metrics. It is not an analysis of every historical message.

Check the Analyzed timestamp whenever you use these findings. Older recommendations can still be visible after a conversation has been answered or a help article has been improved. Confirm the current situation in the inbox before taking action.

Find repeated questions and choose an improvement

1. Read What customers ask about to identify recurring subjects. The topic list shows conversation counts; it is a summary, not a list of every question asked.
2. Select Open the support inbox and search for the subject or wording visitors use. Read several relevant conversations, including the answers they received.
3. Identify the missing explanation or difficult step. For example, repeated delivery questions may call for a clearer shipping page; repeated account-access questions may need a better sign-in help link.
4. Make one useful improvement, then review newer conversations to see whether visitors can find the answer and whether the same confusion continues.

Use Teaching support AI about your business to improve published information and support instructions. A topic label or recommendation does not edit your pages, change the assistant's instructions, or reply to a visitor for you.

How conversations felt groups analyzed chats as Positive, Neutral, or Negative. These are AI interpretations of the conversation, separate from the visitor's satisfaction rating. Read the actual exchange before deciding that a customer is unhappy or that an answer was successful.

Follow up on suggested next steps

The Next steps panel can include people who need a teammate and suggestions for improving your content. It shows a short selection of findings, not your complete support queue.

1. Select Open conversation beside a suggested handoff.
2. Check the newest messages, current status, and named owner. The situation may have changed since the analysis.
3. Coordinate with the teammate handling it, or take over and send the next useful reply.
4. Complete the promised action before resolving the conversation. Check Waiting and Human active in the inbox for other visitors who still need attention.

See Taking over a support conversation for ownership, replies, handback to AI, and reopening a resolved chat. A suggested handoff does not itself assign the chat or send a message.

Request a fresh analysis when needed

Analyze conversations runs AI analysis and can incur usage charges through your site's configured AI service or plan. Reading the report does not require pressing it. Analysis can also be queued when conversations are finished, resolved, or rated, so check the existing timestamp and job state first.

If you want fresh findings and are authorized to use the site's AI service:

1. Check that support chat is enabled and that your administrator has configured the AI service used for support conversation analysis.
2. Select Analyze conversations once. Queueing…, Queued, and Analyzing… describe work that has not finished yet; the action is disabled while it is in progress.
3. Wait for the run to finish, then refresh or reopen the report if the displayed state has not updated.
4. Check the Analyzed timestamp and read the resulting topics and next steps. Compare important claims with the conversations themselves.

A queued confirmation is not a completed analysis. If the underlying conversation data has not changed, Cedros can reuse an existing result, so another request may not produce different findings. An analysis does not reply to customers or carry out its recommendations.

Fix missing, stale, or failed results

• No conversations yet: Check the support inbox first. If expected chats are missing there too, ask your administrator to check chat visibility, built-in analytics, and the Support chat analytics recording setting. See Adding support chat to your website. Turning recording on does not recreate messages that were never saved.
• No conversations in this window: Try a wider period and check older chats in the inbox. The report's limited recent set can differ from the inbox's full queue counts.
• No ratings or replies: Read the smaller count below the metric. An unanswered conversation cannot contribute a first-reply time, and a visitor who leaves no rating cannot contribute a satisfaction score.
• Topics or sentiment are empty: The report may not have a completed analysis. You can still inspect conversations manually; request an AI analysis only when you want to use that service.
• The figures could not be loaded, or a refresh is unavailable: Select Retry analytics or reload the page. Retained figures may be from an earlier successful load; a loading error does not mean there were no conversations.
• Analyze conversations is disabled: A run may already be queued or running, or your account may lack the required permission. Ask your site administrator to check access if the report says it is view-only.
• The last analysis failed: Keep the displayed error and the time of the attempt. Ask your administrator to check the configured AI service and its availability before retrying. A failed run can leave the previous analysis visible.

For a useful recurring review, record the period, conversation count, rating count, analysis timestamp, and the improvement you chose. On the next review, use the same period length and inspect newer conversations before deciding whether the change helped.