Case Management and Analytics

The Analyze tab combines case management with conversation analytics. Track routed conversations, manage the operator workflow, and find the gaps that will improve your knowledge base over time.

Case Workspace

Overview

All routed conversations appear as structured cases with:

• Case title - Auto-generated from conversation context
• Status - open, in_progress, resolved, closed
• Priority - low, normal, high, urgent
• Created date - When the case was created
• Last updated - Most recent activity
• Unread indicator - New or updated routed work

Filtering and Search

Find cases quickly with powerful filters:

Filter by Status

Filter by Priority

Filter by Date Range

• Last 24 hours
• Last 7 days
• Last 30 days
• Custom date range

Keyword Search

Search case titles and content for specific terms:

• Customer names
• Company names
• Order numbers
• Error messages
• Specific topics

Viewing Case Details

Click any case to view full details:

Conversation Transcript

See the complete conversation that led to handoff:

• All customer messages
• All AI responses
• Tool executions
• Knowledge chunks
• Routing reason

Case Metadata

• Customer information (if available)
• Created timestamp
• Last updated timestamp
• Resolution date (when marked resolved)

Internal Notes

Collaborate with your team:

• Add notes visible only to your team
• Track progress on resolution
• Leave instructions for teammates
• Document decisions made
• View note history with author and timestamp

Managing Cases

Update Status

Change case status as work progresses:

1. Open -> In Progress when you start working on it
2. In Progress -> Resolved when the issue is addressed
3. Resolved -> Closed when the work is confirmed complete

Update Priority

Adjust priority based on urgency:

• Escalate to Urgent for critical issues
• Downgrade to Low for non-time-sensitive questions
• Most cases stay at Normal priority

Mark Read/Unread

• Unread count badge shows new cases
• Click to mark as read when reviewed
• Mark unread to remind yourself to follow up

Email Alerts

Configuration

Set up email alerts for new cases:

1. Go to Account → Organization
2. Find the Case Alerts section
3. Set the sender address for alerts
4. Configure recipient email(s)
5. Save changes

What Gets Sent

Automatic email includes:

• Case title and ID
• Priority level
• Customer information
• First few lines of conversation
• Link to the admin dashboard
• Timestamp

Conversation Analytics

Beyond case management, the Analyze tab provides insights about every conversation, not just routed cases.

Conversation Snapshot

• Total conversations in the last 7 days (with deltas week-over-week)
• How many were resolved vs routed
• AI involvement percentage (sessions where the assistant replied)
• Average number of messages per session
• Average AI response time (from user message to assistant reply)

Top Keywords

• A rolling list of the terms customers mention most often
• Helpful for spotting new topics you should document or automate

Conversation Viewer

• Pick any recent conversation to inspect the full transcript
• See tool calls, citations, and user feedback directly in the side sheet

Using Insights to Improve

Identify Content Gaps

Look for:

1. Frequent routed cases on the same topic -> add documentation
2. Keywords that dominate analytics -> expand articles around those themes
3. Questions AI cannot answer -> knowledge base gaps
4. Similar questions with different phrasing -> add variations

Optimize Content

Based on analytics:

• Rewrite articles with low relevance scores
• Add examples to vague documentation
• Break up large articles into focused topics
• Use customer phrasing in your content

Improve AI Guidance

If you see patterns in:

• Wrong tone -> adjust tone settings
• Missing actions -> update tool configuration
• Poor context handling -> refine AI guidance
• Unnecessary handoff -> improve content and routing rules

Reporting

Need raw data for deeper analysis? Use Supabase (or the provided SQL editor) to export conversations, cases, or billing events. Many teams connect their BI tool directly to Supabase for long-term reporting.

Best Practices

Case Management

1. Respond promptly to routed cases
2. Update status as you work on them
3. Use internal notes to document findings
4. Close cases when fully resolved
5. Review patterns weekly for insights

Using Analytics

1. Check analytics weekly for trends
2. Identify the top 3 knowledge gaps
3. Add content to address those gaps
4. Monitor improvement in resolution rate
5. Iterate continuously based on data

Team Collaboration

1. Use internal notes to communicate handoffs
2. Mark cases read/unread so teammates know what needs attention
3. Share insights from routed work in your team channel
4. Update the knowledge base based on repeated questions
5. Review analytics together during weekly standups

Next Steps

• Improve your knowledge base based on analytics
• Configure workflows to reduce unnecessary handoff
• Review best practices for optimal performance
• Check support options if you need help