View CS Analytics & AI Insights
Goal
Access the Customer Service dashboard to review agent performance, conversation trends, and AI-generated insights.
Preconditions
- The AI CS Annotator has processed at least some conversations (runs automatically on conversation close).
- You have admin or owner role.
Steps
- Navigate to CS Dashboard from the main sidebar.
- Overview panel — review high-level KPIs:
- Total conversations (period)
- Average response time
- Resolution rate
- Customer sentiment distribution
- Agent performance — drill into per-agent metrics:
- Conversations handled
- Average handle time
- Customer satisfaction proxy (sentiment of resolved conversations)
- AI Insights — review the AI-generated annotations:
- Navigate to CS AI Review for individual conversation annotations.
- Filter by sentiment, topic, or risk flag.
- Click any conversation to see the full annotation detail (sentiment, tags, risk flags, resolution quality).
- AI Reads — for curated AI-generated reports:
- Navigate to CS AI Reads for summary reports.
- Reports aggregate insights across conversations into actionable recommendations.
- Export — click Export to download the dashboard data as CSV or XLSX.
Expected result
- A clear view of CS team performance with quantitative metrics.
- AI-annotated conversations surfaced for review and coaching.
- Actionable insights on common issues, risks, and improvement areas.
Common issues
| Issue | Resolution |
|---|---|
| Dashboard shows no data | Ensure conversations have been closed (annotations run on close). Check that ai-cs-annotator Edge Function is deployed and active. |
| Sentiment seems inaccurate | AI sentiment is a best-effort approximation. Use it as a trend indicator, not absolute truth. Review flagged conversations manually. |
| Export is empty | Check the date range filter. Ensure data exists for the selected period. |