Back to Captain in Chatwoot.
Discover
Each assistant has an Overview that shows how it is doing: how many conversations it handled, how many it resolved on its own, why it handed off, and how customers rated it.
Plan & access: Startups, Business or Enterprise Pricing & Plans. Anyone who can open Captain sees the Overview. Only administrators can click a number to see the conversations behind it.
Set up & try
Before you start
- An assistant connected to an inbox that has handled some conversations. See Create and connect an assistant. Until an inbox is connected, the Overview shows "This assistant isn't connected to any inbox yet, so it won't respond to conversations."
Open the Overview
-
Go to Captain and choose the assistant in the assistant switcher.
-
Open Overview.
-
Choose the period at the top: a number of days, This week, Last week, This month or Last month. The default is This month.
[Screenshot: captain-13-o1-overview.png]
What each number means
| Number | What it means |
|---|---|
| Conversations handled | Conversations where Captain replied to the customer or handed the conversation to your team |
| Auto-resolution rate | The share of handled conversations Captain resolved without help from your team. Higher is better |
| Handoff rate | The share of handled conversations Captain passed to your team |
| Reopen rate | The share of Captain-resolved conversations that customers came back to later. Lower is better |
| Captain resolutions remained closed | The share of Captain-resolved conversations still closed seven days later. Only resolutions at least seven days old are counted |
| Median resolution time | The typical time from when a conversation reached Captain until it was resolved |
| Messages per conversation | The average number of replies Captain sent in each conversation it handled |
| Saved in agent effort and time | An estimate, based on two minutes saved for each public Captain reply |
The other cards
-
Captain summary: a short written summary of how the assistant is doing. It appears once there is enough activity.
-
The flow chart: how handled conversations split into Resolved by Captain, Handed off and Closed with team, and how many Captain resolutions were Reopened in 7d or Stayed closed.
-
Handoff reasons: why Captain passed conversations to your team: Customer requested, Missing knowledge, Unsupported request, Policy restriction, Tool failure, Pending customer clarification, Usage limit or Unclassified.
[Screenshot: captain-13-o2-flow.png]
-
Resolution trend: conversations handled and resolved by Captain over the period, compared with the previous period on matching weekdays.
-
Captain CSAT: the average customer rating for Captain-resolved conversations and Captain-assisted conversations, compared with conversations your team handled alone.
-
Knowledge coverage: approved FAQs against Suggested FAQs waiting for review. Click Review FAQs to go to the queue.
-
Usage: Credits and Documents used for the account. Click Refresh usage to update, or Buy more credits.
See the conversations behind a number
Administrators can click a number, or a handoff reason, to see the conversations behind it. Click Load more for more.
[Screenshot: captain-13-o3-drilldown.png]
The list counts "episodes". A conversation can appear more than once if Captain handled it at separate times, for example after it was reopened.
Test it
Choose This month, click Handoff rate, and open a few conversations. Check that the handoff reasons match what happened.
Get value
Use the handoff reasons to decide what to fix first:
| If this is high | Try this |
|---|---|
| Missing knowledge | Add documents and approve FAQ suggestions. See Add knowledge: documents and FAQs and FAQ suggestions |
| Tool failure | Check your tools. See Custom tools |
| Policy restriction or Unsupported request | Check your guardrails and scenarios are not too strict. See Guardrails, guidelines and scenarios |
| Usage limit | The account ran out of credits. See AI credits and usage |
| Customer requested | Often expected. If it is very high, check the assistant's answers in the Playground |
-
If Reopen rate goes up, answers may look right but not solve the problem. Read some reopened conversations.
-
Saved in agent effort and time is an estimate, not a measurement.
-
For reports across all bots in the account.
Troubleshoot
| Symptom | Likely cause | What to do |
|---|---|---|
| "No data available for this period." | No inbox connected, or Captain handled no conversations in that period | Connect an inbox, or choose another period |
| A period shows "Not enough reporting history yet" | The assistant has no data that far back | Choose a shorter period |
| Captain resolutions remained closed has no value | No resolution in the period is seven days old yet | Expected. Check again later |
| Clicking a number does nothing | You are not an administrator | Ask an administrator |
| A conversation appears twice in a list | Captain handled it in two separate episodes | Expected |
| Usage numbers look old | The card has not refreshed | Click Refresh usage |
More causes: Troubleshoot Captain.