Insights: figures for cases and the AI's work

Insights is in the menu. Here you can see how many cases you get, how quickly they are answered, and how much the AI helps.

Choose a period

At the top you choose 7 days, 30 days or 90 days. Next to it are the actual dates, for example "7 Oct to 13 Oct". All the figures and charts on the page follow the period.

• The period is whole calendar days back from today (Danish time). Today is included, but is only half a day, so the last bar can look low.
• With 90 days the chart counts per week (Monday to Sunday) instead of per day.
• The choice of period is in the address, so you can send a link to a colleague, and it survives when you reload the page.

Click How the numbers are calculated to see the definitions behind each figure.

Three views

On the left (on a narrow screen, as tabs above the content) you choose a view:

• Overview - the four key figures: Cases received, Resolved automatically, Time to first reply and Drafts sent without significant changes. Plus cases per day (or week), Time saved (estimate), How the cases were handled and your usage against your plan.
• Categories - the Per category table, so you can see which categories take up the most, how much you edit the drafts, and which are ready for Auto-send. See also Manual, Draft and Auto-send.
• Channels - the Per channel table: email, Messenger and Instagram separately.

The period stays when you switch view.

Time saved is an estimate

Time saved (estimate) is the number of AI replies in the period (sent drafts, whether or not you edited them) times 4 minutes. Nemma cannot see how long you actually spend on a reply, so the figure is an assumption and not a measurement. Under the figure is the assumption: Assumption: 4 min per reply. If your replies are typically shorter or longer than that, the figure is correspondingly too high or too low. Use it as a rough guide, not as accounts.

Download as CSV

In the Categories view you download the Per category table for the chosen period with Download CSV. The file opens in Excel with special characters intact. It contains only figures and category names, never customers' names, emails or messages.

What counts

• Spam, automatic emails and no-reply messages do not count as cases.
• History you have imported from another system does not count either. It is an archive, not something Nemma has handled.
• If it says "-" instead of a figure, there is nothing to calculate on yet. That is not the same as 0%.
• Unchanged share says how little you edited the AI's draft before it was sent. It says nothing about whether the reply was factually right.