Reports

Measure the performance of Aiva and your team together

Ready-made reports follow every conversation from the first reply to the outcome, whether Aiva, your AI agent, or your team answered.

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The Reports overview of a monitoring company for September: 2,140 new conversations, a 6-second median first response, an 83% resolution rate and 81% satisfaction, the daily volume below, and every report page in the rail.

Measure how much of your support Aiva resolves

See the share of conversations Aiva resolves and the reason for each handoff to your team.

The participation and outcome flow for September: 69% of conversations answered by Aiva alone, 19% by Aiva and a teammate, 7.9% by teammates only and 3.5% with no reply, leading to 55% resolved by Aiva, 22% by a teammate, 1.1% by the visitor, 16% unresolved and 4.9% in progress.
Aiva’s handoff reasons: beyond what Aiva can do 39%, the visitor asked for a human 31%, the request needs human authorization 25%, Aiva must not answer 4.7%.

Find the questions customers ask most

Reports group customer questions by theme and show which themes are growing and how often each theme is resolved.

The Requests report for September: 2,731 questions in 1,946 conversations, 58% resolved by Aiva, and a map of themes led by false alarms, custom status page domains and plan limits.
The False alarms theme: 412 questions and growing, a peak on September 17, Aiva resolving 63% of them against 58% for all requests, and the sources Aiva read.

Track your team’s workload and response times

See how work is shared, how quickly your team responds and which hours bring the most handoffs.

Teammate activity for September: Nora Lindqvist handled 246 conversations and resolved 208, Samuel Okoye 201 and 166, Julien Marchand 133 and 106, with their first response, handle time and handoff pickup.
Handoffs by hour for September: most arrive on weekday afternoons, and a second cluster falls on Sunday evenings between 19:00 and 22:00.
Handoffs during and outside opening hours: 69% and 31% of all handoffs, 99% and 84% answered, and a median pickup of 7 minutes against 6.4 hours.

Focus any report on one channel, team or period

Narrow any report to the conversations you want to study, over any period.

The filters of the Reports overview, opened beside the resolution rate: channels, the Webchat website, tags and participation.
The resolution rate opened: 83%, up 3 points on August, broken down by channel and by who replied, with each day of September drawn beside the same day of August.

Understand what drives each metric

Each metric comes with the breakdowns and the day-by-day comparison that explain a change.

Breakdowns
Split a result by channel and by who replied, to see where a change comes from.
Day by day
Follow each day of the period beside the same day of the period before.
Small samples
The reports flag any rate based on too few conversations.

Questions about reports

Which plans include reports?

Every plan, with Aiva’s results on the plans that include Aiva. The themes of the Requests report are part of Business, with a preview on Pro.

How do the reports count Aiva and the team?

Each conversation counts once, by who replied and how the conversation ended, so Aiva’s and your team’s numbers add up to one total.

Do the reports cover every channel?

Yes, Discord and Telegram included, and filters narrow any page to one channel.

Do the reports cover website visitors?

Yes. The visitor funnel follows each visit from the first page, through campaigns and Webchat, to a conversation.

Can I export reports or receive them by email?

Yes. Every report downloads as a CSV file, and teammates who opt in receive last week’s results by email every Monday.

Who can see individual teammates’ results?

Owners and admins see the results of every teammate. Agents see the workspace’s results, their own, and those of the teams they lead.

Where are article views and searches?

In the Knowledge section of the reports: views, helpful ratings, searches that found no article, and the conversations Aiva answered from each article. See the Knowledge page