Dashboard · Insights

Support Insights

For a customer-support agent, the support-side sibling of Sales Insights: every conversation your agent handled in the window, how many it resolved without a human, where it escalated, and what people think of it. The tab appears only when the agent is configured as customer support.

Support overview

The window is the same completed-week window as Traffic Insights. The KPIs, each with its definition in the tooltip:

Conversations handled

One conversation is one visitor who chatted with your agent that week, however many messages or visits it took. A multi-week window adds the weekly counts, so a visitor who chats in two different weeks counts twice. The sub-line gives the average messages per conversation.

Deflection rate

The share of conversations resolved without escalating. A conversation counts as escalated when the visitor left their contact details for human follow-up, a teammate stepped into the chat, or the visitor clicked through to your support contact page. Deflection is everything else.

Escalated to your team

Those three, with the split: left their details, chat takeovers, sent to your contact page. For the contact page only the click is counted; whether they then sent your form happens on your site. A conversation can do more than one, so the parts can add up to more than the total.

Confirmed resolved

Visitors who clicked My issue is resolved when the agent asked, and how many clicked not resolved. Many click it and then skip the star rating, so this credits resolutions the CSAT average never sees. Weeks before this was computed show a dash.

CSAT average

The average post-conversation rating from 1 to 5, with the share of conversations that left one. Post-chat surveys typically see 15 to 40%; below 10% the average reflects only a small slice, and the card says low.

Low-CSAT conversations

Conversations rated 1 or 2 stars, worth a look.

Term

Deflection is the support industry's word for a request handled by self-service or automation instead of a ticket. A deflection rate of 70% means seven in ten conversations never reached a person; the leaderboard below compares yours with other support teams on DynaMeet.

Leaderboard

Your deflection rate and CSAT against anonymised customer-support agents on DynaMeet, with the tiers, AI key insight and recommendation described on the Insights overview. Until enough support agents have data, only your own rates are shown.

What people ask about

AI-classified topics across the window's conversations, each with its volume and how well the agent handled it (% deflected). The product's own hint: topics with the lowest deflection are your best candidates for an FAQ article or a knowledge source, see Chat → Knowledge.

Customer satisfaction and trend

The CSAT section shows the 1-to-5 average, how many ratings there were and the response share, and Low ratings to review: each 1- or 2-star rating with the visitor, their comment if they left one, and a link into the conversation. Week-over-week trend charts deflected versus escalated and the CSAT average per week.

Support Insights: deflection first, then the topics that pull it down.

Troubleshooting

Symptom	Likely cause	What to do
The Support tab is missing	The agent is not configured as customer support	Setup → agent type. A sales agent gets Sales and ROI instead.
Deflection looks too high	Visitors give up without escalating, which counts as deflected	Read the low-CSAT conversations and the not resolved count beside Confirmed resolved.
CSAT average swings week to week	Few ratings; the response share is low	The card flags it below 10%. Compare the trend over a longer window.
Not enough conversations yet to classify topics	The window has too few conversations	Widen the window.

Frequently asked questions

Does a visitor who leaves their email count as a failure?

It counts as an escalation, because a human will follow up. That is by design: for a support agent, capturing the details for follow-up is the right outcome when the agent cannot resolve the issue.

Where do the CSAT questions come from?

The agent asks at the end of a conversation; the rating and comment are stored on the visitor's record under CSAT Summary, where your team can also edit or delete a submission, with the change logged.

Can a support team see Traffic Insights?

Yes. Traffic Insights is shown for every agent type, next to Support Insights.