Insights and dashboards
Insights is where you see how support is going: volume, resolution, response times, and how much Mimir is handling on its own.
Two dashboards ship with every account, both defaulting to the last 7 days.
Chat
Chatbot Conversations — chats started in the period.
Resolved by Mimir — the share Mimir resolved on its own, without a human.
CSAT Score — the share of rated chats rated 4 or 5.
Message CTR and Conversation CTR — how often product cards get clicked.
Conversation Outcomes — how chats ended.
Escalation — how often chats went to a live agent or became a ticket.
CSAT Distribution and CSAT Over Time.
Conversation Tags — the most common topics, based on tags.
Helpdesk
Covers email and the Meta channels.
Total Tickets, Open Tickets, Answered Tickets. Note that Open Tickets ignores the date range — it's a current count, not a period figure.
First Response Time and Time to Close — medians across resolved tickets, plus weekly trend charts for each.
How Tickets Are Handled — how much of the work was Mimir's.
Resolved Cases per Agent and Outgoing Messages by Agent.
Conversation outcomes
The outcome values are worth understanding, because they're used across several charts:
Solved — Mimir solved the problem, or did as much as a human could have.
Not solved — the customer gave everything needed but the problem wasn't solved. This also covers conversations that were escalated to a human or turned into a ticket.
Missing info — the question went unanswered because the customer didn't supply what was needed.
Irrelevant — not a customer service question.
That second point matters when reading the numbers: a conversation Mimir handled well and correctly handed to a person counts as Not solved. It measures autonomy, not quality.
Building your own
New dashboard in the sidebar creates one. Within a dashboard, New chart lets you describe what you want in plain language, with quick-pick chips for metrics (conversations, messages, CSAT, response time, handling time, AI resolution rate), breakdowns (over time, by source, by status, by tag, by assignee, by outcome) and chart types (bar, line, pie, number, table).
The two built-in dashboards are read-only. Dashboards can be exported.