Insights
Insights shows how Thoth is performing for this server over the last 30 days. Use it to find the highest-leverage improvements to your content and process.
Key metrics
| Metric | What it means | What to do about it |
|---|---|---|
| Deflection rate | Share of tickets resolved by the bot without staff intervention | High and stable is good. Sudden drops often mean a content gap or a change in what users ask. |
| Top questions | The questions asked most often across tickets | If the same question keeps appearing and deflection is low, add or improve the matching doc or tip. |
| Tips learned | New tips proposed by auto-learn | A healthy signal that staff are resolving real issues. Review them promptly so they become searchable. |
| Knowledge gaps | Tickets where Thoth escalated and had no relevant content to retrieve | The highest priority list for new docs. Sort by frequency. |
| CSAT (👍 / 👎) | User rating after close | Low or declining CSAT with high deflection can mean answers are technically correct but unhelpful in tone or completeness. |
Knowledge gaps are gold
When a ticket escalates and Thoth reports zero relevant chunks, that is a gap you can close. Common patterns:
- A new product area or feature with no docs yet
- An internal process only documented in chat or a private Notion
- An error message or code path you have never written about
Add the missing content, test it in Playground, and the next similar ticket should deflect.
Using Insights with other pages
- See a repeated question → go to Knowledge or Tips and add or improve the answer
- See a gap cluster → write the doc users are missing
- See CSAT dropping on a particular type → review recent transcripts and Playground the same questions
- See many tips being learned → make sure someone is confirming the good ones
Time window
All numbers are for the trailing 30 days for this server. For longer-term trends or cross-server views, export data or look at your own analytics on top of the transcripts.
See Tickets for individual histories and Settings for the controls that influence deflection and tone.