What it is actually worth
The interesting number is not how many conversations happened. It is how many finished without anybody at your business touching them — because that is the one that tells you whether this is saving time or just moving it.
What it does
- Counts conversations handled across every channel, and what share of them needed no human at all.
- Measures median reply time and talk time, so “we reply quickly” becomes a number rather than a belief.
- Compares the period against the one before it, so you can see a direction and not just a total.
- Breaks the volume down by channel, which is usually the first thing that surprises people.
- Shows an estimated cost saved, with the assumption behind it editable by you and the formula visible on the card.
How it works
- Every call and every chat turn already writes its own record; this view reads those rather than asking you to instrument anything.
- The autonomy rate counts conversations that closed without a human taking over in the inbox.
- The cost-saved card multiplies handled volume by an hourly assumption you set — change the assumption and the number changes in front of you.
Where it stops
Every product page in this market lists capabilities. This is the other half — the things it does not do, so you find out here rather than in month two.
- The Impact view has no date-range control today. It always shows the last 30 days, and every other screen’s date picker does not reach it.
- Its call counts include your own test, widget and demo calls, so a week of internal testing inflates the volume. The reports screen separates those; this view does not yet.
- The autonomy rate is chat-only. It is not measuring your phone calls, and reading it as an all-channel figure will overstate what you are seeing.
- The cost-saved figure is explicitly an estimate and labelled as one. Treat it as an illustration you control the assumption for, not as an accounting number.
- There are no delivery-failure or resolution rates. Nothing writes those fields, so the reports omit them rather than showing you a zero they cannot stand behind.
Common questions
Is the cost-saved number trustworthy?
It is arithmetic you can check: handled volume times an hourly assumption you set, with the formula printed on the card. Whether it is trustworthy depends entirely on your assumption, which is why we made that the editable part rather than hiding it behind a confident-looking figure.
Why does my volume look higher than I expected?
Almost always your own testing. The Impact view currently counts test, widget and demo calls alongside real ones. Until that is split, the Reports screen is the place to filter by call origin.
How is this different from Reports?
Reports is the builder — your own fields, your own filters, a CSV of exactly what you asked for. Impact is the pre-built answer to “is this working”, which is a different question and a much shorter one.
Worth reading first
Related
Would this work for your business?
Message us and say what your week actually looks like. You will be talking to our own assistant — the thing this page describes, doing the job on our side of the conversation.
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