Conversations dataset

This dataset provides details at the conversation level, including the conversation ID, its current state, the communication channel used, and the assignee. It focuses on the overarching aspects of a conversation but does not cover individual conversation actions.

Metrics

Metric Name	Description
New conversations	The number of all new inbound and outbound conversations. It only includes conversations where the first customers message was received during the selected date range.
AI Answer resolution rate	The percentage of conversations where Sweo AI Agent's last answer was an AI Answer, and the customer either replied with positive feedback or didn’t ask to talk to a teammate (out of all Sweo involved conversations).
AI Answer resolutions	The conversations where Sweo AI Agent's last answer was an AI Answer, and the customer either replied with positive feedback or didn't ask to talk to a teammate.
Sweo AI Agent pending conversations	The number of conversations where Sweo was involved and the conversation is still in progress (not resolved by Sweo, not escalated to a teammate, and not in procedure handoff). A conversation is pending when either: Waiting for customer: Sweo asked the customer a question (either the first question in the conversation or a follow-up clarification question) and the customer hasn’t replied yet. Negative feedback: the customer gave negative feedback, and Sweo chose not to escalate the conversation. Note: Pending is a current state. Conversations can move out of Pending if the customer replies later, or if Sweo escalates or resolves the conversation.
Sweo AI Agent pending rate	The percentage of Sweo-involved conversations that are still in progress (not resolved by Sweo, not escalated to a teammate, and not in procedure handoff) out of all the Sweo AI Agent involved conversations. A conversation is Pending when either: Waiting for customer: Sweo asked the customer a question (either the first question in the conversation or a follow-up clarification question) and the customer hasn’t replied yet. Negative feedback: the customer gave negative feedback, and Sweo chose not to escalate the conversation. Note: Pending is a current state. Conversations can move out of Pending if the customer replies later, or if Sweo escalates or resolves the conversation.
Sweo AI Agent answer rate	The percentage of conversations in which Sweo AI Agent sends at least one answer, whether it's an AI Answer or a Custom Answer, out of all Sweo AI Agent involved conversations. An answer from Sweo AI Agent is defined as any content that could potentially answer the customer's question.
Sweo AI Agent answered conversations	The number of conversations in which Sweo AI Agent sends at least one answer, whether it's an AI Answer or a Custom Answer. An answer from Sweo AI Agent is defined as any content that could potentially answer the customer's question.
Sweo AI Agent assumed resolutions	The number of conversations in which the customer left without asking to talk to a teammate after the last answer was delivered by Sweo AI Agent.
Sweo AI Agent confirmed resolutions	The number of conversations in which the customer replied with positive feedback after the last answer was delivered by Sweo AI Agent.
Sweo AI Agent deflected conversations	The number of Sweo AI Agent involved conversations where either: The conversation was successfully resolved, or The customer left before receiving an answer, or The customer left after reacting negatively to the last delivered answer by Sweo AI Agent.
Sweo AI Agent deflection rate	The percentage of conversations in which Sweo AI Agent got involved and either: The conversation was successfully resolved, or The customer left before receiving an answer, or The customer left after reacting negatively to the last delivered answer by Sweo AI Agent, out of all Sweo AI Agent involved conversations.
Sweo AI Agent involved conversations	The number of new conversations that were passed to and handled by Sweo AI Agent, where Sweo actively engaged even briefly (for example, by providing a headline response or escalating the conversation). Note: New conversations include all new inbound and outbound interactions, and are only considered “new” if the first message from the customer was received during the selected date range. Sweo involvement depends on your audience targeting rules. From November 24, 2025, conversations that never reached Sweo (such as those fully handled by deterministic or automated workflows) are excluded from this metric. This refinement ensures Sweo’s involvement reflects only the conversations where Sweo truly participated.
Sweo AI Agent involvement rate	The percentage of new conversations that were passed to and handled by Sweo AI Agent, where Sweo actively engaged — even briefly (for example, by providing a headline response or escalating the conversation) — out of all new conversations. Note: New conversations include all new inbound and outbound interactions, and are only considered “new” if the first message from the customer was received during the selected date range. Sweo involvement depends on your audience targeting rules. From November 24, 2025, conversations that never reached Sweo (such as those fully handled by deterministic or automated workflows) are excluded from this metric. This refinement ensures Sweo’s involvement rate reflects only the conversations where Sweo truly participated.
Sweo AI Agent resolution rate	The percentage of conversations resolved by Sweo AI Agent, divided by conversations where Sweo AI Agent was involved. A resolved conversation constitutes either a confirmed OR assumed resolution. A confirmed resolution is when a customer: Entered an affirmative response such as 'Ok thanks', 'That helped' etc. An assumed resolution is when a customer: Did not ask to speak to your human support team. Did not enter a negative response such as ‘No’, ‘That didn’t answer my question’, etc.
Sweo AI Agent resolved conversations	The number of conversations where Sweo AI Agent provided at least one response (AI Answer or Custom Answer), and following the last response: The customer indicates satisfaction by: Entering an affirmative response such as 'Ok thanks', 'That helped' etc. OR The customer exits the conversation without indicating further need for assistance, as shown by: Not asking to speak to your human support team. Not entering a negative response such as ‘No’, ‘That didn’t answer my question’, etc.
Sweo AI Agent escalated conversations	The number of conversations where Sweo was involved and the conversation was escalated to a teammate (either because the customer asked to speak to a person, or because your configuration escalated the conversation).
Sweo AI Agent escalated rate	Percentage of conversations in which Sweo was involved and the conversation was escalated to a teammate (either because the customer asked to speak to a person, or because your configuration escalated the conversation) out of all Sweo Al Agent involved conversations.
Sweo AI Agent configuration based escalation rate	Percentage of escalated conversations that were triggered by configuration settings (for example, escalation rules/guidance) out of all Sweo Al Agent escalated conversations.
Sweo AI Agent unanswered conversations	The number of Sweo AI Agent involved conversations where either: Acknowledged that it was unable to provide an answer, or The customer left before Sweo AI Agent was able to provide an answer.
Sweo AI Agent unresolved conversations	Number of conversations in which Sweo Al Agent got involved but customer either gave negative feedback or asked to talk to a teammate.
Procedure handoff	The number of conversations in which the Sweo Procedure or Sweo Task intentionally handed the conversation to a team or another workflow. These are configured handovers within your procedure or task (for example, a “Hand off to Billing Team” action or an instruction within your Procedure Guidance settings).
Custom Answer resolutions	Conversations where Sweo AI Agents last answer was a Custom Answer and the customer either replied with positive feedback or didn't ask to talk to a teammate.
Custom Answer resolution rate	Percentage of conversations where Sweo AI Agents last answer was a Custom Answer and the customer either replied with positive feedback or didn’t ask to talk to a teammate (out of all Sweo AI Agent involved conversations).

Attributes

Sweo AI Agent: pending reason	Use this to understand why a conversation is currently Pending. Waiting for customer: Sweo has responded and is waiting on the customer to continue. Negative feedback: the customer gave negative feedback and the conversation is waiting for next steps.
Sweo AI Agent: configuration based escalation reason	Use this to isolate escalations that happen due to configuration (rather than a customer explicitly requesting a teammate): Guidance applied Escalation rule applied

Conversation rating dataset

This dataset provides details at the conversation rating level, including the conversation rating id, the conversation rating, and the conversation rating remark.

Metrics

Metric Name	Description
Sweo AI Agent conversation ratings	Number of conversation ratings for Sweo AI Agent.
Sweo AI Agent CSAT score	Percentage of positively rated (🤩 or 😀 ratings) Sweo AI Agent conversations out of all Sweo AI Agent conversations rated.
Sweo AI Agent DSAT score	Percentage of negative (😠, 🙁 or 😐) conversations ratings for Sweo AI Agent out of all conversations ratings for Sweo AI Agent.
Sweo AI Agent negative conversation ratings	Number of negative (😠, 🙁 or 😐) conversation ratings for Sweo AI Agent.
Sweo AI Agent positive conversation ratings	Number of positive (😀 or 🤩) conversation ratings for Sweo AI Agent.

Copilot dataset

This dataset captures teammate interactions with Copilot on your workspace. It allows you to understand how Copilot is being used by teammates during conversations.

Metrics

Metric Name	Description
Copilot questions	Number of questions asked to Copilot.
Teammates using Copilot	Number of teammates that have used Copilot at least once.
Copilot copied answer rate	Percentage of conversations in which Copilot provided an answer that was copied or added to the composer. Only conversations with at least one teammate reply and one customer reply are included.

Reporting metrics & attributes

Conversations dataset

Metrics

Attributes

Conversation rating dataset

Metrics

Copilot dataset

Metrics