Guide🇹🇷 Türkçe

Weekly Reports

Every week, SupportBot produces an AI-generated analysis of your support traffic. This guide covers the report's scope, its sections, and how to use it to improve your bot.

When Is It Generated, and What Does It Cover?

  • The report is generated automatically every Monday at 00:30 (Europe/Istanbul) and covers the just-completed Monday–Sunday week.
  • Inclusion is based on the conversation's resolution time: conversations resolved within the week enter the report. (Exception: the knowledge-gaps section looks at unanswered conversations opened that week — see below.)
  • You can also trigger a report manually for any week from the Reports screen; re-triggering the same week updates the report.

Report Sections

  • Week summary — conversation volume, resolution rate, human handoffs; notable developments.
  • Topic distribution — how much space each topic took, and trends against previous weeks.
  • Sentiment analysis — a view of customer satisfaction derived from the conversations.
  • Knowledge gaps — questions the bot could not answer (up to 20). Each row is a real customer question and links to the conversation.
  • Operator feedback — the assessments you attached to conversations that week (see below).
  • Suggestions — concrete improvement steps the AI derives from the data.

The Learning Loop

The report is not just a summary — it is the tool for improving the bot. The loop works like this:

  1. Close the knowledge gaps. Every question in the knowledge-gaps section is the topic of a document to add to the knowledge base. Upload it, and the bot answers the next similar question. Details: Knowledge Base.
  2. Leave feedback on conversations. When you assess a conversation in the panel ("the answer was wrong", "tone was too formal"), those notes feed the AI that writes the next report — its suggestions take human judgment into account.
  3. Tune the voice. For tone issues, update the brand voice instruction in Settings → General ("keep answers shorter", "use formal address"); the bot speaks with the new voice on every channel.
  4. Next week's report shows the effect of the changes you made.

Notifications

Under Settings → Notifications you can configure a Slack webhook and/or an email notification for report generation and human-handoff moments.

Troubleshooting

Symptom Check
Monday's report didn't appear Is the key in Settings → Model valid? Trigger manually from the Reports screen and watch for the error.
The report looks empty If no conversations were resolved that week, the report is produced as an "empty week"; knowledge gaps and feedback still show.
Knowledge gaps look incomplete The section lists at most 20 questions and only looks at unanswered conversations opened that week.