Hi all,
I’m new here and trying to improve the FIN AI resolution rate. However, I would like to understand why the extracted data is always shows 0% or not higher than 2% if FIN AI Resolution rate is filtered with "Team currently assigned" but shows 27% for FIN AI Resolution rate of the company
We do have our CS team across countries using Intercom chat. As the extracted data, there are two resolution rates that we’re looking at
1.) FIN AI resolution rate of company as a whole
2.) FIN AI resolution rate with filtered “Team currently assigned” each countries’ CS team
However, the data extracted are always different. For an example, latest company FIN AI resolution rate is 27% but if I filtered the FIN AI resolution rate with “Team currently assigned” and see data of CS team in each countries. The data always show as 0% and never higher than 2%
Would anyone have an explanation about this please that why it is different? I’ve read about the definition in Intercom but still unsure if my thoughts are correct
Your guidance would be really appreciate and helpful
Thank you!