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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. Metrics dashboard showing General view with conversation graphs, CSAT scores, and resolution rate charts

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

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CSAT Details

Customer Satisfaction (CSAT) measures how users rate their AI interactions on a 1–5 scale.
MetricFormulaWhat it tells you
CSAT Score(Good + Amazing) / All rated conversationsShare of satisfied customers
DSAT Score(Terrible + Bad) / All rated conversationsShare of dissatisfied customers
Response RateRated conversations / Surveys offeredHow often users complete the survey
Sample SizeSurveys offered / Total conversationsWhat 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.

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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. Chart hover menu showing export options: Download CSV, Download SVG, and Download PNG

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Next Steps