How metrics are calculated: AI & automationUpdated 3 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.
Overview
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.
| Metric | Metric type | Definition | How it's calculated |
|---|---|---|---|
| Automated interactions | Volume | Interactions automation features resolved from start to finish, with no human agent involved. | Calculated by counting the number of distinct fully automated billing events. |
| Cost saved | Volume | Estimated cost savings from interactions AI Agent handled instead of a human agent. | Calculated by multiplying the number of automated interactions by the difference between the cost per billable ticket plus the agent cost per ticket, minus the cost per automated interaction. |
| Decrease in First Response Time | Average | How much faster shoppers receive a first reply when automation handles tickets vs. human agents. | Calculated by subtracting the average first response time for an automation feature from the average first response time for human agents. |
| Decrease in Resolution Time | Average | How much faster automation resolves tickets on average vs. human agents. | Calculated by subtracting the average resolution time for automation features from the average resolution time for human agents. |
| Handover interactions | Volume | Interactions that ended with a shopper being connected to a human agent. | Calculated by counting the number of interactions transferred from automation to a human agent. |
| Overall automation rate | Percentage | Percentage of all shopper interactions fully handled by automation, with no human agent involved. | Calculated by dividing the number of automated interactions by the total of automated interactions minus autoresponder interactions plus billable tickets. |
| Time saved by agent | Average | Estimated time your team saves from interactions automation handled instead of human agents. | Calculated by multiplying the number of automated interactions by the average handle time of non-automated tickets. |
AI Agent
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.
| Metric | Metric type | Definition | How it's calculated |
|---|---|---|---|
| AI Agent automation rate | Percentage | Percentage of shopper interactions fully handled by AI Agent, with no human agent involved. | Calculated by dividing the number of customer interactions resolved by AI Agent by the total billable workload, which includes all automation features plus human-handled tickets. |
| Automated interactions | Volume | Interactions AI Agent resolved from start to finish, with no human agent involved. | Calculated by counting the number of distinct fully automated billing events. |
| Average CSAT | Average | Average satisfaction (CSAT) score for interactions handled during the selected period. | Calculated by dividing the sum of all survey scores by the number of scored surveys. |
| Average discount amount | Average dollar value | Average value of discount codes generated by Shopping Assistant and used by shoppers. | Calculated by dividing the sum of discounts on orders that used a Shopping Assistant discount code by the number of orders that used a Shopping Assistant discount code. |
| Average order value | Average dollar value | Average order value for purchases made within 3 days of a Shopping Assistant interaction. | Calculated by dividing the total net sales from influenced orders by the number of influenced orders. An order is considered influenced if it was made within 3 days of an interaction with Shopping Assistant. |
| Buy-through rate | Percentage | Percentage of Shopping Assistant interactions with product recommendations that led to a purchase. | Calculated by dividing the number of orders with a recommended product purchased by the number of conversations with product recommendations, then multiplying by 100. |
| Click-through rate | Percentage | Percentage of product recommendations that shoppers clicked on. | Calculated by dividing the number of conversations where a product recommendation was clicked by the number of conversations that contain a product recommendation, then multiplying by 100. |
| Closed tickets | Volume | Tickets AI Agent closed in the selected period, including those closed without sending a reply. | Calculated by counting the number of tickets where the closed date falls within the selected time period and the ticket is still closed. |
| Contribution to total sales | Percentage | Percentage of your store's total revenue from sales where Shopping Assistant was involved. | Calculated by dividing the total sales influenced by Shopping Assistant by the total store sales from web orders, then multiplying by 100. An order is considered influenced if it was made within 3 days of an interaction with Shopping Assistant. |
| Conversion rate | Percentage | Percentage of Shopping Assistant interactions that led to an order within 3 days. | Calculated by dividing the number of orders influenced by Shopping Assistant by the total number of Shopping Assistant conversations, then multiplying by 100. An order is considered influenced if it was made within 3 days of an interaction with Shopping Assistant. |
| Cost saved | Volume | Estimated cost savings from interactions AI Agent handled instead of a human agent. | Calculated by multiplying the number of AI Agent interactions by the difference between the cost per billable ticket plus the agent cost per ticket, minus the cost per automated interaction. |
| Coverage rate | Percentage | Percentage of tickets from AI Agent-supported channels that AI Agent attempted to handle. | Calculated by dividing the number of tickets that entered the AI Agent pipeline by the total number of tickets in the helpdesk. |
| Decrease in First Response Time | Average | How much faster shoppers receive a first reply when AI Agent handles the ticket vs. human agents. | Calculated by subtracting the average first response time for AI Agent from the average first response time for human agents. |
| Decrease in Resolution Time | Average | How much faster AI Agent resolves tickets on average vs. human agents. | Calculated by subtracting the average resolution time for AI Agent from the average resolution time for human agents. |
| Discount codes applied | Volume | Purchases completed using a discount code Shopping Assistant generated and sent. | Calculated by counting the number of orders using a Shopping Assistant discount code. |
| Discount usage | Percentage | Percentage of Shopping Assistant discount codes that shoppers used. | Calculated by dividing the number of discount codes applied (redeemed) by the number of discount codes offered (sent), then multiplying by 100. |
| Discounts offered | Volume | Interactions where Shopping Assistant generated a discount code for a shopper. | Calculated by counting the number of conversations where Shopping Assistant sent a discount code |
| Handover interactions | Volume | Interactions AI Agent transferred to a human agent for further support. | Calculated by counting the number of interactions transferred from AI Agent to a human agent. |
| Human response time after AI handoff | Median | Median time for a human agent to first respond after AI Agent transfers a ticket to them. | The median time from the last AI Agent message to the first human agent response, measured per ticket. |
| Median purchase time | Median | Median time between a Shopping Assistant interaction and a shopper placing an order. | The median time from the last Shopping Assistant message to order placement. |
| Orders influenced | Volume | Orders placed within 3 days of a Shopping Assistant interaction where no human handover occurred. | Calculated by counting the number of orders placed within the attribution window of a Shopping Assistant conversation. |
| Product recommendations | Volume | Interactions where Shopping Assistant recommended at least one product to a shopper. | Calculated by counting the number of conversations where Shopping Assistant recommended at least one product. |
| Revenue per interaction | Average | Average revenue generated per Shopping Assistant interaction. | Calculated by dividing the total sales influenced by Shopping Assistant by the total number of Shopping Assistant conversations. |
| Success rate | Percentage | Percentage of AI Agent interactions fully resolved without escalating to a human agent. | Calculated by dividing the number of automated interactions handled by AI Agent by the sum of automated interactions and handover interactions handled by AI Agent, then multiplying by 100. |
| Time saved by Agent | Average | Estimated time your team saves from interactions AI Agent handled instead of a human agent. | Calculated by multiplying the number of AI Agent interactions by the average handle time of non-AI Agent tickets. |
| Total sales | Volume | Total revenue from orders placed within 3 days of a Shopping Assistant interaction. | Calculated by totalling the net order values of all orders influenced by Shopping Assistant. An order is considered influenced if it was made within 3 days of an interaction with Shopping Assistant. |
