Overview

The Overview report gives your team a unified view of the health of your support operation across human and automated support. It brings together your most important KPIs - conversation volume, handling across Fibi AI Agent, Workflows, and teammates, response and close times, and customer satisfaction - so you can quickly understand performance and spot where to dig deeper.

Common use cases:

• Run a daily health check - scan volume, speed, and CSAT in one pass

• See how conversations get resolved - follow every conversation through Fibi AI Agent, Workflows, teammate, and no-reply paths

• Compare Fibi AI Agent with teammate handling - check whether Fibi absorbs volume growth or the work lands on teammates

• Spot what needs a deeper look - catch a dip, then open the focused template for the cause

Open Dashboard → Reports - the Overview is the page you land on, and Overview at the top of the Reports sidebar brings you back from anywhere.

How you're handling conversations

The report opens with the ‘How you're handling conversations’ flow diagram that follows every conversation created in the period through the paths it can take - the wider a band, the more conversations took it:

• Fibi involved - Fibi AI Agent participated. From there, the flow can continue to Fibi resolved, Fibi escalated to team, or Pending while they wait on an outcome. After an escalation, it can continue through a teammate reply and close

• Workflows replied - the conversation received a reply from Workflows and Fibi was not involved. These can close as Closed by Workflows or continue through a teammate reply and close

• Teammate replied - your team answered directly, without Fibi or Workflows replying first

• Closed with no reply - a customer-started conversation closed with no reply from a teammate, Fibi AI Agent, or a Workflow

Volume and channels

The ‘Overall volume growth’ line chart shows where support volume increased or decreased during the selected period and how it was handled across Fibi AI Agent, Workflows, teammates, and no-reply conversations.

Below it, ‘New conversations by channel’ and ‘Median time to close by channel’ charts compare conversation volume and resolution speed across Email, Chat, and other channels. Use them to see where conversations are coming from and which channels may need attention.

Performance metrics

The performance metrics section offers side-by-side comparisons of your human agents and Fibi AI Agent. You can monitor key performance indicators (KPIs) such as resolution rate, response time, and handling time. This detailed comparison helps you identify areas where AI is excelling or where additional support for human teammates might be needed.

Fibi AI Agent performance

Track Fibi AI Agent performance with:

• Deflection rate

• Resolution rate

• Fibi's impact over time

Use Fibi AI Agent reporting to explore answer types, handoff reasons, content performance, and Fibi CSAT.

Teammate performance

Compare your team's speed with:

• Median first response time

• Median response time

• Median time to close

• Median handling time

Teammate performance over time brings all four metrics together so you can spot changes and compare trends.

The response and close metrics use Within office hours, while handling time always uses calendar time. For a deeper breakdown, see Teammate Performance reporting.

Customer Satisfaction (CSAT)

Track surveyed customer satisfaction with:

• Overall CSAT score

• Fibi AI Agent CSAT score

• Teammate CSAT score

• CSAT score over time

Use these charts to compare customer satisfaction across Fibi AI Agent and teammate interactions and see how it changes over time. Customer Satisfaction reporting covers rating labels, written remarks, and survey request and response rates.

Customization options

Use the controls at the top of the Overview to focus the whole report:

• Date range - choose the period you want to analyze; the default is Past 12 weeks

• Timezone - display results in a different timezone; the default is your workspace timezone

• Add filter - focus the report on a channel, teammate, or other available attribute

• Reset filters - remove the filters you added

Filters only affect charts whose datasets support the selected attribute. Other charts remain unchanged. You can also drill into any chart to inspect its underlying records or export its data as CSV.

FAQs