> ## 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.

# Insights

> Analytics and performance metrics for your AI

botBrains Insights gives you analytics to measure AI performance, track customer satisfaction, and identify improvement areas. The [metrics dashboard](https://platform.botbrains.io/~/metrics) has two views- **General** (chat channels) and **Ticketing** (Zendesk, Salesforce-, with different primary metrics for each. See [Choosing the Right Metrics](/concepts/metrics#choosing-the-right-metrics) for guidance on which view to use.

<img src="https://mintcdn.com/botbrains/mrGgmLFCJjw3qsuy/images/insights/metrics-dashboard-overview.png?fit=max&auto=format&n=mrGgmLFCJjw3qsuy&q=85&s=f6954786155c8eb0a8fae318f6ebe46c" alt="Metrics dashboard showing General view with conversation graphs, CSAT scores, and resolution rate charts" data-generation-prompt="Navigate to /~/metrics on platform.botbrains.io. Stay on the General tab. Capture the full top section: KPI cards and the Conversation Status chart with its tooltip visible. Use 1920x1080 viewport, collapse sidebar." width="1920" height="1080" data-path="images/insights/metrics-dashboard-overview.png" />

<Columns cols={2}>
  <Card title="Conversations" icon="messages-square" href="/concepts/conversations">
    Browse, filter, and analyze individual conversations
  </Card>

  <Card title="Message Search" icon="search" href="/concepts/message-search">
    Search across all message content
  </Card>

  <Card title="Topics" icon="tags" href="/concepts/topics">
    AI-powered topic detection and analysis
  </Card>

  <Card title="Metrics" icon="chart-bar" href="/concepts/metrics">
    Dashboard overview and cross-channel comparison
  </Card>

  <Card title="Chat Performance" icon="chart-area" href="/concepts/chat-performance">
    Resolution rates and CSAT for Web, Slack, and WhatsApp
  </Card>

  <Card title="Ticketing Performance" icon="ticket" href="/concepts/ticketing-performance">
    Involvement rates and autonomous resolution for Zendesk and Salesforce
  </Card>
</Columns>

## 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 |

<Note>
  A low Response Rate limits the reliability of your CSAT score. If few users complete the survey, the score may not represent overall satisfaction.
</Note>

## 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.

<img src="https://mintcdn.com/botbrains/mrGgmLFCJjw3qsuy/images/insights/chart-export-menu.png?fit=max&auto=format&n=mrGgmLFCJjw3qsuy&q=85&s=490b5ee28d7135bd6eaf537ce47269cf" alt="Chart hover menu showing export options: Download CSV, Download SVG, and Download PNG" data-generation-prompt="Navigate to the Metrics dashboard (https://platform.botbrains.io/~/metrics) in the General view. Hover over any chart (such as the conversation trend chart or CSAT chart) to reveal the export dropdown menu. Capture a closeup showing the three export options clearly visible: PNG download, CSV export, and copy-to-clipboard. Use 1920x1080 viewport. Include the menu and surrounding chart context." width="1920" height="1080" data-path="images/insights/chart-export-menu.png" />

## Next Steps

* [Metrics](/concepts/metrics) - Understand which metrics matter for chat vs. ticketing
* [Chat Performance](/concepts/chat-performance) - Deep dive into chat channel analytics
* [Ticketing Performance](/concepts/ticketing-performance) - Deep dive into ticketing analytics
* [Improve Answers](/guides/improve-answers) - Turn metric insights into concrete improvements