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Platform guideAnalytics

Analytics

Analytics shows how well support is working — how much the AI resolves, how fast your team responds, and how satisfied customers are.

Key metrics

  • Deflection rate — the share of conversations the AI resolved without a human. This is the headline “how much work the agent saved you” number.
  • CSAT — customer satisfaction from the 👍 / 👎 feedback visitors leave on AI answers in the widget.
  • Response & resolution times — how quickly conversations get a first reply and get resolved, measured against your SLA targets.
  • Volume over time — conversations and tickets across a period.
  • Tag distribution — what customers are contacting you about, from the automatic conversation tags.

SLAs

Set first-response and resolution targets in Settings → Organization. Zuhile tracks each conversation against them and notifies your team on a breach, so nothing slips.

Using it

  • A rising deflection rate as you add knowledge means the agent is covering more on its own.
  • Low CSAT on a topic or frequent escalations for a tag point to gaps — add or improve the relevant knowledge.
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