How to evaluate Fin's performance
Understand the three key metrics that define how Fin is performing across your support operation.
Fin is answering real customer questions. The next step is understanding how it’s actually doing. That’s what the Analyze section is for.
Analyze helps you zoom out and look at performance across your entire support operation. It includes dashboards that help you understand performance, spot where improvements might matter most, and see trends and patterns across your support volume.
Prerequisites
- Fin is live: You won’t be able to see performance results until Fin is live and answering customer queries.
Learn how to get Fin live in the Launch Fin course.
Video transcript
So at this point, Fin's answering real customer questions. The next step is understanding how it's actually doing. And that's what Analyze is for. Analyze helps you zoom out and look at performance across your entire support operation. It includes dashboards that help you understand performance, spot where improvements might matter most, and see trends and patterns across your support volume. Right now, we're gonna zoom in on one part of Analyze, which is the Performance dashboard. Because understanding performance first is what makes everything else at Analyze more meaningful. The Performance dashboard centres around three metrics, but it's often easier to think of them as three questions. Each question helps you understand a different part of Fin's performance. The first question is, how often does Fin get the chance to help? That's what Involvement Rate tells you. It shows you how often Fin gets involved across all incoming conversations. On its own, this metric is simple. It just tells you how much of your support volume Fin is seeing. But involvement rate doesn't tell the full story by itself. It becomes much more meaningful when you pair it with the next metric, which is resolution rate. The question you ask to understand this metric is when Fin does get involved, is it actually solving the problem? Resolution Rate shows you how often Fin fully resolves a conversation on its own without handing it off to your team. When Resolution Rate is low, Fin is handing off more often than expected. That usually points to gaps in knowledge, missing data or actions that Fin hasn't been trained to perform yet. When you look at Involvement Rate and Resolution Rate together, you get a combined view called Automation Rate. This gives you a much clearer picture of how often Fin not only gets involved, but finishes the conversation without human help. It's one of the clearest ways to understand real impact Fin is having across your support operation. The third question is, how does this experience feel for customers? And that's what the CX Score helps you understand. CX Score looks at every conversation across both Fin and human support and scores the experience from one to five. A lower CX Score means something in the experience isn't working as expected, and often that comes down to how we've configured clarity, tone of voice, or when and how conversations are escalated. Teams track CX Score as a guardrail, making sure efficiency and automation don't come at the cost of trust. When you put these three questions together, you get a clear view of how Fin is performing. Is it solving problems? Is it being used at scale? And does the experience feel right for customers? That's the foundation for understanding performance. And once that foundation's clear, the rest of Analyze becomes much easier to interpret. So when you're ready, you can find more on these metrics and how teams use them on our help center, webinars, and Academy.
Three questions that define Fin’s performance
The Performance dashboard centers around three metrics. It’s easiest to think of them as three questions, each revealing a different part of the picture.
| Question | Metric | What it tells you |
|---|---|---|
| How often does Fin get the chance to help? | Involvement Rate | How much of your support volume Fin is seeing. On its own it’s simple, but it becomes much more meaningful when paired with Resolution Rate. |
| When Fin gets involved, is it actually solving the problem? | Resolution Rate | How often Fin fully resolves a conversation without handing it off. When Resolution Rate is low, it usually points to gaps in knowledge, missing data, or actions Fin hasn’t been trained to perform yet. |
| How does the experience feel for customers? | CX Score | Scores every conversation from 1 to 5 across both Fin and human support. A lower score often comes down to clarity, tone, or how conversations are escalated. Teams track this as a guardrail to make sure automation doesn’t come at the cost of trust. |
Automation Rate: the combined picture
When you look at Involvement Rate and Resolution Rate together, you get Automation Rate. This tells you how often Fin not only gets involved, but finishes the conversation without human help. It’s one of the clearest ways to understand the real impact Fin is having across your support operation.
Putting it all together
These three questions give you a clear view of Fin’s performance. Is it solving problems? Is it being used at scale? Does the experience feel right for customers?
Once that foundation is clear, the rest of Analyze becomes much easier to interpret. You can find more on these metrics and how teams use them on the Help Center.
