Analytics and answer gaps

Resolution rate
Chats are labelled about 30 minutes after they go quiet. A chat counts as resolved only if the labeller says the need was met and nothing in it was handed over or left unanswered. A 4 or 5 rating also marks it resolved.

Topics and sentiment
Short topic labels and a mood score for each labelled chat. Labelling runs on our own AI server outside 02:00–06:00 IST.

Answer gaps
Questions the AI couldn't answer, or answers marked 👎, grouped by similar wording. Write the answer drafts one from your sources and your team's replies; edit it and save it as a saved answer.