Analytics Dashboard
Last 30 days · updated 2 minutes ago · source: Concierge AI + CRM events
24h7d30dQTD
Bot containment rate
78.4%
+6.2 pts vs last month
24,918 of 31,780 chats resolved without an agent
Live CSAT
4.6 / 5
+0.3 vs last month
Rolling 24h · 1,204 ratings
Avg. handling time
1m 42s
−38s vs last month
AI-assisted sessions
Escalation to agent
21.6%
−6.2 pts vs last month
6,862 handovers
Bot containment by day
Target 75% · weekly average 76.7%
71%
Mon
74%
Tue
76%
Wed
73%
Thu
79%
Fri
83%
Sat
81%
Sun
Real-time CSAT
Post-chat survey · rolling 24 hours
4.6+0.3
5 ★
68%
4 ★
21%
3 ★
6%
2 ★
3%
1 ★
2%
Top driver of 5★
Instant OCR claim submission — 92% of those chats rated 5★.
Top & emerging user intents
Clustered automatically from conversation embeddings
| Intent | Volume | Growth | CSAT | Action |
|---|---|---|---|---|
| Flood damage coverage checkEmerging | 1,842 | +312% | 4.4 | Add to knowledge base |
| Cashless hospital admission | 1,508 | +18% | 4.7 | Add to knowledge base |
| Roadside towing requestEmerging | 1,121 | +64% | 4.8 | Add to knowledge base |
| Claim status tracking | 986 | +4% | 4.5 | Add to knowledge base |
| Policy renewal & discount | 743 | +27% | 4.2 | Add to knowledge base |
| EV battery damage claimEmerging | 214 | +540% | 3.9 | Add to knowledge base |