See where the AI hands off - and why
Insights turns every escalation into a to-do list. Track total answers, escalation rate, and the reasons the AI gave, so you always know which gap to fill next.
1,284
Total answers
15%
Escalation rate
192
Escalations offered
22%
Heuristic-fired escalations
AI FAQ is in beta and rolling out gradually. Insights focuses on FAQ coverage and answer quality - for staff metrics and ticket trends, head to your Support Bot Analytics page.
The numbers that matter
Four figures at a glance tell you how much the AI is handling on its own - and how much still reaches your team.
Total answers
How many answers the AI produced in the selected window, across both channel auto-answer and the gatekeeper.
Escalations offered
How many of those answers included an "Open a ticket" button because the AI couldn't fully resolve the question.
Escalation rate
The share of answers that ended in an escalation offer. Lower means the AI is deflecting more questions on its own.
Heuristic-fired escalations
The share of escalations caught by the safety net rather than asked for cleanly by the AI. A very high share is worth a look.
Recurring reasons are your to-do list
When the AI escalates, it tags why. Insights ranks those reasons so the questions members keep asking - and your FAQ doesn't cover yet - rise straight to the top.
Each recurring reason is a question your FAQ doesn't answer well yet. Add or improve an entry covering it and watch the count fall.
Where escalations come from
Every escalation is tagged by how it happened, so you can tell a clean hand-off from a safety-net catch.
Clean hand-off
The AI clearly decided it couldn't answer from your FAQ and asked the bot to offer a ticket, along with a reliable reason.
Safety-net catch
The AI hedged in prose rather than handing off outright, so the bot added the ticket button just in case. A small share is normal.
A loose weekly routine
A few minutes a week keeps your FAQ ahead of the questions members are actually asking.
Open Insights
Pull up a 30-day window once a week.
Skim the reasons
Look for any escalation reason showing up 3 or more times.
Write an entry
Add or improve a FAQ entry covering each recurring reason.
Watch it drop
Check back in two weeks - handled reasons should shrink or disappear.
What Insights is good for
Three concrete questions this page answers - pick whichever you're trying to solve.
Spot FAQ gaps
Turn recurring escalation reasons into the exact entries you should write next.
Keep the AI reliable
Watch the heuristic-fired share to catch the AI hedging instead of answering cleanly.
Track deflection over time
Compare escalation rate across 7, 30, and 90 days to see coverage improve.
Frequently Asked Questions
It's the share of AI answers that ended with an "Open a ticket" offer. A low rate means the AI is resolving most questions on its own; a high rate means your FAQ doesn't cover what members are asking yet.
Those are escalations the safety net added because the AI hedged in prose instead of cleanly handing off. A small share is normal - a very high share suggests the AI is unsure and the related entries may need rewriting.
Treat the list as a to-do list. Each recurring reason is a question the AI can't answer well yet - add or improve a FAQ entry covering it and the reason should drop off next time you check.
You can switch between the last 7, 30, or 90 days. Every metric and chart on the page reflects the window you pick.
No. Insights is focused on AI answer quality and FAQ coverage. For staff metrics, response times, and broader ticket trends, use the Support Bot Analytics page instead.
Explore the rest of AI FAQ
Insights tells you what to fix - the rest is how the AI helps.
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