botBrains Insights gives you analytics to measure AI performance, track customer satisfaction, and identify improvement areas. The metrics dashboard has two views- General (chat channels) and Ticketing (Zendesk, Salesforce-, with different primary metrics for each. See Choosing the Right Metrics for guidance on which view to use.Documentation Index
Fetch the complete documentation index at: https://docs.botbrains.io/llms.txt
Use this file to discover all available pages before exploring further.
Conversations
Browse, filter, and analyze individual conversations
Message Search
Search across all message content
Topics
AI-powered topic detection and analysis
Metrics
Dashboard overview and cross-channel comparison
Chat Performance
Resolution rates and CSAT for Web, Slack, and WhatsApp
Ticketing Performance
Involvement rates and autonomous resolution for Zendesk and Salesforce
CSAT Details
Customer Satisfaction (CSAT) measures how users rate their AI interactions on a 1–5 scale.| Metric | Formula | What it tells you |
|---|---|---|
| CSAT Score | (Good + Amazing) / All rated conversations | Share of satisfied customers |
| DSAT Score | (Terrible + Bad) / All rated conversations | Share of dissatisfied customers |
| Response Rate | Rated conversations / Surveys offered | How often users complete the survey |
| Sample Size | Surveys offered / Total conversations | What share of conversations you collect feedback on |
A low Response Rate limits the reliability of your CSAT score. If few users complete the survey, the score may not represent overall satisfaction.
Exporting Charts
Hover over any chart to reveal the export menu. You can download a chart as PNG, export the underlying data as CSV, or copy the data to your clipboard for use in spreadsheets or external tools.
Next Steps
- Metrics - Understand which metrics matter for chat vs. ticketing
- Chat Performance - Deep dive into chat channel analytics
- Ticketing Performance - Deep dive into ticketing analytics
- Improve Answers - Turn metric insights into concrete improvements