We've been using Fin for about 6 months and genuinely love it — but the analytics drive me crazy.
I can see our resolution rate is 71%. Great. But when my manager asks "why isn't it higher?" I have nothing. Which topics is Fin struggling with? Did that KB article I wrote last week actually help? No idea.
We ended up exporting conversations manually and doing our own analysis in spreadsheets, which is... not ideal.
How are other teams handling this? Are you just accepting the top-line number, or has anyone found a good way to actually dig into where Fin is failing?
Would love to know if there's something I'm missing in the native reporting, or if everyone's just cobbling something together.