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View performance analytics for Shopping Assistant (Early Access)Updated 21 minutes ago

Early Access: Shopping Assistant skills for AI Agent are currently in an early access phase. You can sign up for early access on our website. This document and the features it describes are subject to change


You can measure your Shopping Assistant’s performance using Gorgias’ detailed reports. By reviewing the Shopping Assistant report in your Statistics, you can review how effective your Shopper Assistant’s conversations have been based on key metrics like influenced revenue (GMV), average order value, conversion rates, and more.

You can also get insight into Shopping Assistant’s use of discount codes and the effectiveness of the product recommendations it gives to shoppers.

In this article, you’ll learn:

Requirements

  • Any role in Gorgias (Observer → Admin) may view the Shopping Assistant report
  • Only Team Leads and Admins can download data

Filtering and reading data

In the Shopping Assistant report, you can filter results by date range to change your view of the data. You can also select various metrics to drill down and review Shopping Assistant’s tickets.

  • Open the Shopping Assistant report

    • Go to Statistics, then select Shopping Assistant from the menu
    • You can also access the report by going to AI Agent > Shopping Assistant > Analytics
  • Filter by date → use the Date filter to adjust the results on the page

    • Choose a preset date range or use the calendars to select a custom range
    • Use the Aggregation filter to group results by Day, Week or Month
    • If you have multiple stores, use the Store filter to change which Shopify store you want to see results from (if viewing report from the Statistics menu).
  • Drill down to review Tickets → select stats like Conversations, Success Rate, and Discounts Offered to see the list of tickets associated with each metric, including the outcome of each ticket (Automated or Handover)

    • Select any ticket from the drill down list to go directly to the conversation in your helpdesk

Dashboard view of the Shopping Assistant showing key metrics including 42 conversations, with a tooltip reading “Click to view tickets” appearing above the conversation count; filters are set to May 2–8, 2025, with daily aggregation for the store “gorgias-shop.”

Main sales metrics

Your main metrics help you assess how effective AI Agent’s conversations have been at influencing sales and providing a return on investment.

Shopping Assistant is considered to have influenced a sale if the shopper places an order during or after a conversation with the AI, without any human intervention. Learn more.

Dashboard view of the Shopping Assistant’s main metrics, including the number of conversations, GMV influenced, and GMV influence rate, with a time filter set to May 2–8, 2025 and the store set to “gorgias-shop”; the “Shopping Assistant” tab is highlighted in the sidebar.

Review the following table for a breakdown of each metric:

MetricDescription
Conversationsthe total number of sales conversations handled by Shopping Assistant
GMV Influencedthe total revenue generated from orders placed within seven days of a conversation with Shopping Assistant, without human help
GMV Influenced Ratethe percentage of your store’s total revenue influenced by Shopping Assistant
ROIThe return on investment from Shopping Assistant, based on revenue generated and your cost.
GMV influenced % over timeThe percentage of your store’s total GMV influenced by Shopping Assistant, shown over time.

Use the report’s filters to change the timeframe and how data is aggregated (by day, week or month).

Order data

You can use the Order Data section to understand how Shopping Assistant influenced your order volume and revenue.

Shopping Assistant is considered to have influenced an order if the shopper places an order during or after a conversation with the AI, without any human help. Learn more.

Review the following table for a breakdown of each metric:

MetricDescription
Orders influencedthe total number of orders placed within 7 days of conversation with Shopping Assistant
Average order valueThe average value of orders placed within 7 days of a conversation with Shopping Assistant.

Shopping Assistant performance

You can use Performance section to measure how effectively Shopping Assistant resolves sales conversations (Success rate), how many interactions it converts into a sale (conversion rate), and the overall time savings for you and your team.

Review the following table for a breakdown of each metric:

MetricDescription
Success rateThe percentage of Shopping Assistant conversations that were fully resolved without human help.
Conversion rate

The percentage of Shopping Assistant interactions that resulted in a sale within 7 days.

Time saved by agentsThe estimated time that human agents would have spent on conversations that were instead handled autonomously by Shopping Assistant.

Discount codes and product recommendations

When someone starts a Chat on your website, Shopping Assistant may make product recommendations or offer discount codes based on the shopper’s buying intent and your discount settings

Use the metrics in this section to track AI Agent’s use of discount codes and the effectiveness of product recommendations.

Review the following table for a breakdown of each metric:

MetricDescription
Discount offeredthe total number of discount codes that Shopping Assistant created and offered to shoppers
Discount codes appliedThe number of discount codes created by Shopping Assistant that were used to make a purchase
Discount usageThe percentage of discounts sent by Shopping Assistant that customers applied at checkout
Average discount amount

The average discount amount (in $) offered by Shopping Assistant and applied by customers

Product recommendationsthe number of products recommended by Shopping Assistant
Click through ratethe percentage of product recommendations clicked by shoppers
Converted recommendationsthe percentage of product recommendations that led to a purchase
Top products recommendeda list of the top products that Shopping Assistant recommended to customers, including:

  • the number of times each product was recommended
  • the click rate and buy rate for each individual recommendation

Downloading your data

You must be a Team Lead or Admin to download data

  • Select Download Data at the top of the report page to export your data to a spreadsheet.

FAQs

How are orders and revenue attributed to Shopping Assistant?

When a shopper places an order with your store, we attribute the order and revenue to Shopping Assistant if any of the following scenarios occur within 7 days of the conversation:

  • A discount code that Shopping Assistant gave to a customer was redeemed
  • A product that Shopping Assistant recommended was added to the shopper’s cart and an order was placed
  • The shopper clicked on a link that Shopping Assistant shared and an order was placed
  • The shopper engaged in a conversation with Shopping Assistant and an order was placed with no human help
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