Skip to content

Black Friday:

60% off

Cliedesk Pro

Every plan, every site count. Ends Cyber Monday.

00 days 00 hrs 00 min 00 sec
Claim 60% off

Reports

More reports

This guide covers a feature of Cliedesk Pro. The free plugin is a complete help desk; see what Pro adds.

Reports → More reports is part of Cliedesk Pro. You need View reports. Choose the period at the top. Every tab follows your product, team and queue access.

  • AI resolutions: resolved episodes by tier. AI confirmed means the customer confirmed, or an AI action worked and the customer did not come back. AI contained means only the AI answered. AI assisted means a person finished. A reopened conversation is a new episode. When the customer comes back about the same issue within 7 days, the tier goes down one step.
  • AI and human flow: how conversations go from their channel to the AI or people, how they end, and how satisfied the customer was. Press a band to see its conversations.
  • AI agent: per topic, playbook, channel or profile: coverage, success rate, CSAT, CX score, cost per resolution, time saved and Improvement potential (volume × failure rate). Time saved uses the minutes a person needs per conversation (Settings: pro_reports.ai_minutes_saved, default 6).
  • Knowledge and policies: the articles, snippets and policies the AI agent used, how often, and how those conversations ended. To list the conversations where a policy applied, use the condition AI policy applied.
  • Copilot and triage: drafts made, sent unchanged, edited and discarded per agent, time saved, and how often people corrected each triage field.
  • QA: average scores per criterion, agent, team, the AI agent and scorecard, and failed critical criteria.
  • Workflow steps: for a multi-step workflow, how many runs reached each step, where runs stopped, and the paths.
  • Revenue: WooCommerce orders placed within 3 days after a chat or 5 days after an email reply, credited to the person or the AI who replied last. Revenue is net of refunds. Below: refunds, credits and coupons support gave.
  • Messages and calls: proactive messages (sent, shown, opened, replied, conversations, orders), outbound notices, and calls when a voice channel is connected.
  • Surveys: NPS, CES, and AI CSAT next to human CSAT.

On Home

The AI resolutions card shows AI resolutions today and in 7 days. People who see every conversation also get the insight of the day and a three-line summary. The summary is written by AI when AI is on, else plain sentences.

In the knowledge and CSAT reports

Pro adds knowledge gaps from searches with no result, articles whose helpful share fell after an edit, and weekly AI themes and a summary of CSAT comments.