How metrics are calculated: AI & automationUpdated 12 days ago
AI & automation analytics track how effectively your AI Agent and automation features are handling customer interactions and driving revenue. When reviewing your automation performance, you can use this guide to understand each metric and how it’s calculated.
Requirements
- Available on all Helpdesk plans with the AI Agent add-on
- All roles can review AI Agent & automation analytics reports
AI & Automation analytics
Your AI Agent and automation performance metrics are divided into two reports in the AI & automation section of your Gorgias analytics. To open a report, follow the steps below:
- From your helpdesk, click the dropdown menu in the top-left corner.
- Select Analytics.
- In the menu, locate AI & automation, then select either Overview or AI Agent.
The Overview page shows performance metrics across all automation features, including AI Agent, Flows, and Order Management. The AI Agent page focuses specifically on AI Agent's performance, including revenue generated from Shopping Assistant conversations.
Available metrics
To learn more about the metrics included in each report, select one from the list below to jump to its definition in this article, or scroll through this article to browse every definition.
Overview metrics
• Decrease in First Response Time
AI Agent metrics
• Decrease in First Response Time
• Human response time after AI handoff
• Revenue influenced per interaction
Overview report
The Overview report surfaces high-level metrics across all automation features, letting you see the combined impact of AI Agent and any other automations you have running.
| Automated interactions* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Each billable event is counted once. Spam tickets are not billed as automated interactions, and are not included in this calculation. Tickets where AI Agent sent a reply but then handed over are counted as handover interactions rather than automated interactions. |
| Cost saved* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes The calculation always uses pricing from your current plan, even when viewing historical data. If you change plans, past values will reflect your current plan pricing. Non-USD accounts see the $3.10 and $0.85 defaults in USD even when other components are in local currency. |
| Decrease in First Response Time* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Tickets where AI Agent sent any message are excluded from the human first response time median to ensure tickets aren't counted twice. When the first response is sent by Flows, Order Management, Article Recommendations, or Autoresponders, a fixed 60-second response time is used. |
| Decrease in Resolution Time* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Tickets where AI Agent sent any message are excluded from the human resolution time median to ensure tickets aren't counted twice. When the ticket is resolved by Flows, Order Management, Article Recommendations, or Autoresponders, a fixed 60-second response time is used. |
| Handover interactions |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Handovers on AI Agent tickets are deduplicated per ticket; Flows, Article Recommendations, and Order Management ticket handovers count per event. Spam tickets aren't explicitly excluded from the calculation, however handovers on spam tickets are rare in practice. |
| Overall automation rate* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Spam tickets are excluded from this calculation. The total billable workload denominator is used for each feature-specific automation rate, so the sum of all feature-specific rates equals your overall rate. |
| Time saved by agent* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Occasionally, the handle timer may silently fail to register a stop time. To prevent inflated handle times in these cases, their handle time calculation is capped to the report's selected period. |
*Data delay: An interaction is only billed as automated once 72 hours have passed without a human handover, so the most recent 3 days aren't immediately reflected in this metric.
AI Agent report
The AI Agent report provides metrics specific to how AI Agent handles customer and shopper interactions. You can isolate metrics related to support-based interactions in the Support Agent tab. In the Shopping Assistant tab, you can see metrics related to sales, revenue, discounts, and product recommendations.
| AI Agent automation rate* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Spam tickets are excluded from the calculation. The total billable workload is also the denominator for the overall automation rate, so your AI Agent automation rate is a share of that total. |
| Automated interactions* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Each billable event is counted once. Spam tickets are not billed as automated interactions, and are not included in this calculation. Tickets where AI Agent sent a reply but then handed over are counted as handover interactions rather than automated interactions. |
| Average CSAT |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes A ticket handled in one period whose survey arrives in the next will only count toward the period the survey was sent in. Unlike the CSAT metrics in the Support Performance and Quality reports (which only count tickets where AI Agent is the last assignee), this metric includes tickets that AI Agent handed over. |
| Average discount amount |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes An order is attributed to Shopping Assistant when the customer uses at least one code that Shopping Assistant sent in the conversation within 3 days of the last message from Shopping Assistant. If Shopping Assistant hands over a conversation to a human, attribution is voided and the conversation is excluded from the calculation. |
| Average order value |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes As Shopping Assistant has built-in spam detection, spam tickets are excluded from the calculation. An order is attributed to Shopping Assistant when a customer interacts with Shopping Assistant, then places an order within 3 days of the latest message from Shopping Assistant. If Shopping Assistant hands over a conversation to a human, attribution is voided and the conversation is excluded from the calculation. |
| Buy-through rate |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes An order is attributed to a Shopping Assistant product recommendation if the customer purchases the product within 3 days of the last message sent by Shopping Assistant in the conversation where it was recommended. |
| Click-through rate |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes As Shopping Assistant has built-in spam detection, spam tickets are excluded from the calculation. Conversations with multiple clicks or multiple product recommendations are only counted once. |
| Closed tickets |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Spam tickets are excluded from this calculation. Closed tickets without any messages are included in the count. If a ticket is closed by AI Agent but reassigned to a human, it won't be included in the count. |
| Conversion rate |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes An order is attributed to Shopping Assistant when the customer makes a purchase within 3 days of the last message from Shopping Assistant. As Shopping Assistant has built-in spam detection, spam tickets are excluded from the calculation. |
| Cost saved* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes The calculation always uses pricing from your current plan, even when viewing historical data. If you change plans, past values will reflect your current plan pricing. Non-USD accounts see the $3.10 and $0.85 defaults in USD even when other components are in local currency. |
| Coverage rate |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes For tickets resolved by AI Agent without human intervention, review the Success Rate metric instead. |
| Decrease in First Response Time* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Tickets where AI Agent sent any message are excluded from the human first response time median to ensure tickets aren't counted twice. |
| Decrease in Resolution Time* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Tickets where AI Agent sent any message are excluded from the human resolution time median to ensure tickets aren't counted twice. |
| Discount codes applied |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes As Shopping Assistant has built-in spam detection, spam tickets are excluded from the calculation. If Shopping Assistant hands over a conversation to a human, the conversation is excluded from the calculation. |
| Discount usage |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes As Shopping Assistant has built-in spam detection, spam tickets are excluded from the calculation. If Shopping Assistant hands over a conversation to a human, the conversation is excluded from the calculation. |
| Discounts offered |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes As Shopping Assistant has built-in spam detection, spam tickets are excluded from the calculation. If Shopping Assistant hands over a conversation to a human, the conversation is excluded from the calculation. |
| First response time |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Spam and deleted tickets are excluded from the calculation. We use the median rather than the average so a few unusually slow tickets don't skew the number. |
| Handover interactions |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Handovers on AI Agent tickets are deduplicated per ticket. Spam tickets aren't explicitly excluded from the calculation, however handovers on spam tickets are rare in practice. |
| Human response time after AI handoff |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Spam and deleted tickets are excluded from the calculation. If a human replies to a ticket being handled by AI Agent without a formal handover event, that message still counts as the first human response. |
| Median purchase time |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes We use the median rather than the average so a few unusually slow tickets don't skew the number. When an order is made within 3 days of multiple Shopping Assistant conversations, the most recent is used for the calculation. If Shopping Assistant hands over a conversation to a human, the conversation is excluded from the calculation. |
| Orders influenced |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes An order is attributed to Shopping Assistant when a customer interacts with Shopping Assistant, then places an order within 3 days of the latest message from Shopping Assistant. If Shopping Assistant hands over a conversation to a human, the conversation is excluded from the calculation. |
| Product recommendations |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes As Shopping Assistant has built-in spam detection, spam tickets are excluded from the calculation. |
| Resolution time |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Spam tickets are excluded from the calculation. If a ticket is closed by AI Agent but reassigned to a human, it won't be included in the count. We use the median rather than the average so a few unusually slow tickets don't skew the number. |
| Revenue influenced |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes An order is attributed to Shopping Assistant when a customer interacts with Shopping Assistant, then places an order within 3 days of the latest message from Shopping Assistant. Voided, pending, and refunded orders are excluded. Non-USD amounts are converted to USD. |
| Revenue influenced per interaction |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Handovers are included in the total number of Shopping Assistant conversations to intentionally lower the average and demonstrate that not every Shopping Assistant conversation leads to a sale. |
| Success rate* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Spam tickets are excluded from the calculation. |
| Time saved by agent* |
|---|
| Metric type |
| Definition |
| How it's calculated |
| Notes Occasionally, the handle timer may silently fail to register a stop time. To prevent inflated handle times in these cases, their handle time calculation is capped to the report's selected period. |
*Data delay: An interaction is only billed as automated once 72 hours have passed without a human handover, so the most recent 3 days aren't immediately reflected in this metric.
