Reporting period · 2026-06-19 to 2026-07-19
Insights
Where conversations come from, what the AI is absorbing, and where your team's time actually goes.
Deflection rate
61%
+6 pts vs prior 30 days
Median first response
3m 40s
Target: under 5m
Median resolution time
2h 18m
-41m vs prior 30 days
CSAT
4.8 / 5
1,204 ratings collected
Conversations per day
Insight · Clearharbor AI
Shipping-delay contacts are up 18% month over month, concentrated on West Coast orders shipped via one carrier. Deflection on this topic is already 74% — the remaining escalations are almost all requests for partial refunds, which guardrails route to humans.
Insight · Clearharbor AI
API and webhook questions have the lowest deflection (22%) and the lowest CSAT (4.2). The knowledge base has no article covering retry behavior after the June changelog — drafting one would likely lift deflection on this topic above 50%.
Top topics
| Topic | Volume | Deflected | CSAT | Trend |
|---|---|---|---|---|
| Shipping delays | 312 | 74% | 4.6 | +18% |
| Refunds and returns | 268 | 41% | 4.4 | +3% |
| Invoices and billing | 190 | 88% | 4.9 | -2% |
| Account access | 141 | 69% | 4.7 | +1% |
| API and webhooks | 84 | 22% | 4.2 | +11% |
Team performance
| Agent | Resolved | First response | CSAT |
|---|---|---|---|
Amara DialloFastest response | 84 | 2m 58s | 4.9 |
| Felix Berger | 71 | 3m 12s | 4.8 |
| June Park | 63 | 4m 05s | 4.7 |
| Marcus Bell | 58 | 3m 44s | 4.6 |
CSAT distribution
"Fastest support I've dealt with all year — and I could tell when a human took over, which I appreciated."
Anonymous 5-star rating · Jul 17