Where to see Seth's performance
Go to Seth AI support > click on the Analyze tab. Select the period on the right.
The three top cards
At the top of the Analyze tab you see three cards: Seth ROI, Resolution rate, and Deflection rate. Each shows the value for your selected date range and, where applicable, the change compared to the previous period.
Seth ROI
The return Seth gives you compared to what he costs. Hover the card to see the full breakdown:
Seth-attributed revenue: revenue from Shopify orders placed by customers within 7 days of their call with Seth.
Human alternative cost: what a 24/7 human phone team would cost otherwise. Calculated at $5 per call (within the $2.70 to $5.60 CXToday industry range) with a $2,500 per month minimum for always-on coverage.
Total value created: Seth-attributed revenue + Human alternative cost.
Seth's cost: your subscription + minute overage in this date range.
Net value: Total value created - Seth's cost.
ROI: Net value divided by Seth's cost.
Resolution rate
% of calls Seth fully resolved without human help.
Deflection rate
% of calls where Seth handled the issue without escalating to your team.
Performance funnel
A Sankey chart that starts with the amount of inbound calls Seth gets, and shows what happened to each one. Calls split into:
Resolved by Seth
Escalated (further split into Ticket created or Call transferred, depending on what escalation option you chose for Seth)
Unresolved
Seth-attributed revenue (from Shopify)
These three cards only appear if you have connected Shopify and have attributed revenue. If you haven't connected Shopify yet, or no orders have been attributed yet, the cards stay hidden.
Seth-attributed revenue: total revenue from Shopify orders placed by customers within 7 days of their call with Seth. We match the customer using the phone number across the order's customer profile, shipping address, and billing address. Read more about attributed revenue.
Seth-attributed orders: number of those orders.
Revenue per Seth call: Seth-attributed revenue divided by the total number of Seth calls in the date range.
Attribution is correlation, not causation. Seth handles support, not sales. But it gives you a tangible measure of how much business follows your support calls.
More performance stats
Calls handled: the amount of inbound calls Seth picked up.
Resolution rate over time: % of calls Seth fully resolved without human help over time.
Cost per call: the average cost per phone call with Seth. Calculated as: Average call duration × Average price you pay per minute.
Human alternative cost: what a 24/7 human phone team would cost otherwise. Calculated at $5 per call (within the $2.70 to $5.60 CXToday industry range) with a $2,500 per month minimum for always-on coverage.
Average talk time: average duration of a phone call with Seth. Note: once a call is transferred, we see it as ended.
Total talk time: total time Seth spent on the phone with customers in the selected period, displayed in hours and minutes (e.g. 8h 25m).
Training gap rate: % of calls where Seth didn't have enough knowledge or actions to resolve the issue. Fill these gaps in Seth's knowledge base.
What customers are calling Seth about
A bar chart with the main subject of the calls Seth is getting (WISMO, Order changes & cancels, Returns and exchanges, Product questions, General questions, Technical issues, Other). Categories are auto-classified by Seth.
Where customers are calling Seth from
A US map showing where customers are calling from.
Use what you find here to decide what to fix. See How to train Seth for the four ways to improve Seth's answers.