Read your insights
What the figures mean, from conversations handled and reply targets met to topics, how customers felt and each channel, and how to export them.
Insights shows how Dazza is doing over the last 7, 30 or 90 days. The figures cover every channel, including email and the messaging apps you’ve connected. Use the channel filter to see one at a time. Preview and test chats are never included.
The figures
- Conversations — conversations where the customer sent at least one message.
- Handled by Dazza — conversations Dazza answered without handing over, and without a question it couldn’t answer.
- Handed to the team — conversations Dazza handed over.
- Team first reply — the median time from a handover to your team’s first reply.
- Reply targets met — the share of your team’s replies that came within the target for the conversation’s priority, counted in your opening hours. It shows once your admin sets reply targets.
- Customer rating — the share of rated chats the customer rated Good when the chat ended. See Customer ratings.
- Conversations per day — so you can see the busy days.
- Why it handed over — asked for a person, couldn’t answer, a complaint, needed an action, or taken over by the team.
- Answer ratings — thumbs up and down from customers on Dazza’s single replies.
- Answer quality — the average 1 to 5 score of Dazza’s answers, how often the customer’s need was met, and the lowest-scoring recent conversations. See Answer quality and resolution.
- Workflows — how often each one ran, and how it finished.
- Couldn’t answer — the questions with no answer in your knowledge, newest first, each linked to its conversation.
- AI usage — customer replies and preview replies in the period.
Topics
Topics lists what customers asked about. For each topic you’ll see its conversations, the share handled by Dazza and the share where the customer was unhappy. Each topic links to the inbox, filtered by that topic. See Topics, sentiment and language.
How customers felt
How customers felt shows whether customers were happy, neutral or unhappy, as Dazza labelled each conversation.
By channel
By channel breaks your conversations down by the channel they came in on.
Opening Insights labels any recent conversations that aren’t labelled yet.
Export
Press Export CSV at the top of the page for the figures and tables you’re looking at, for the same period and channel: the figures, conversations per day, why it handed over, topics, channels, workflows and the questions Dazza couldn’t answer. To export the conversations themselves, use the inbox. See Search, filters and export.
Close the gaps
Work down Couldn’t answer and add each answer in Knowledge. It’s used from the next conversation on. Suggested answers groups these questions for you, with answers already drafted where Dazza can find them. See Suggested answers.