Back to [Get started with Captain AI](https://chatwoot.help/hc/user-guide/articles/1738101283-captain-\_-introduction). ## Discover Each assistant has an **Overview** that shows how it is doing: how many conversations it handled, how many it resolved on its own, why it handed off, and how customers rated it. Plan & access: Startups, Business or Enterprise [Pricing & Plans](https://www.chatwoot.com/pricing). Anyone who can open Captain sees the Overview. Only administrators can click a number to see the conversations behind it. ## Set up & try ### Before you start * An assistant connected to an inbox that has handled some conversations. See [Set up a Captain assistant and connect your inboxes](https://chatwoot.help/hc/user-guide/articles/1738101547-creating-an-assistant-with-captain). Until an inbox is connected, the Overview shows "This assistant isn't connected to any inbox yet, so it won't respond to conversations." ### Open the Overview 1. Go to **Captain** and choose the assistant in the assistant switcher. 2. Open **Overview**. 3. Choose the period at the top: a number of days, **This week**, **Last week**, **This month** or **Last month**. The default is **This month**. ![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCQmJlS3djPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--1d93b6ed7577326600b9f4ea46afd90859e37dbe/captain-13-o1-overview.png) ### What each number means | Number | What it means | | --------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------- | | **Conversations handled** | Conversations where Captain replied to the customer or handed the conversation to your team | | **Auto-resolution rate** | The share of handled conversations Captain resolved without help from your team. Higher is better | | **Handoff rate** | The share of handled conversations Captain passed to your team | | **Reopen rate** | The share of Captain-resolved conversations that customers came back to later. Lower is better | | **Captain resolutions remained closed** | The share of Captain-resolved conversations still closed seven days later. Only resolutions at least seven days old are counted | | **Median resolution time** | The typical time from when a conversation reached Captain until it was resolved | | **Messages per conversation** | The average number of replies Captain sent in each conversation it handled | | **Saved in agent effort and time** | An estimate, based on two minutes saved for each public Captain reply | ### The other cards * **Captain summary**: a short written summary of how the assistant is doing. It appears once there is enough activity. * The flow chart: how handled conversations split into **Resolved by Captain**, **Handed off** and **Closed with team**, and how many Captain resolutions were **Reopened in 7d** or **Stayed closed**. * **Handoff reasons**: why Captain passed conversations to your team: **Customer requested**, **Missing knowledge**, **Unsupported request**, **Policy restriction**, **Tool failure**, **Pending customer clarification**, **Usage limit** or **Unclassified**. ![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCTVhkS3djPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--1023fb2db2bc9370865bf79ed9e14f651cc8afa5/captain-13-o2-flow.png) * **Resolution trend**: conversations handled and resolved by Captain over the period, compared with the previous period on matching weekdays. * **Captain CSAT**: the average customer rating for **Captain-resolved conversations** and **Captain-assisted conversations**, compared with conversations your team handled alone. * **Knowledge coverage**: approved FAQs against **Suggested FAQs** waiting for review. Click **Review FAQs** to go to the queue. * **Usage**: **Credits** and **Documents** used for the account. Click **Refresh usage** to update, or **Buy more credits**. ### See the conversations behind a number Administrators can click a number, or a handoff reason, to see the conversations behind it. Click **Load more** for more. ![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCT2pkS3djPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--210a73e0f9362f91c0eb9b5df3eb5cce7bf4d6bc/captain-13-o3-drilldown.png) \ The list counts "episodes". A conversation can appear more than once if Captain handled it at separate times, for example after it was reopened. ### Test it Choose **This month**, click **Handoff rate**, and open a few conversations. Check that the handoff reasons match what happened. ## Get value Use the handoff reasons to decide what to fix first: | If this is high | Try this | | ------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Missing knowledge** | Add documents and approve FAQ suggestions. See [Add documents to Captain's knowledge](https://chatwoot.help/hc/user-guide/articles/1738104411-creating-a-document-in-captain) and [Add FAQs and review FAQ suggestions in Captain](https://chatwoot.help/hc/user-guide/articles/1738101609-creating-an-faq-with-captain) | | **Tool failure** | Check your tools. See [Set up custom tools for Captain](https://chatwoot.help/hc/user-guide/articles/1775045339-v2-\_-how-to-set-up-custom-tools-for-captain) | | **Policy restriction** or **Unsupported request** | Check your guardrails and scenarios are not too strict. See [Set Captain's guardrails, guidelines and scenarios](https://chatwoot.help/hc/user-guide/articles/1791891414-guardrails-guidelines-and-scenarios) | | **Usage limit** | The account ran out of credits. See [Captain AI credits and usage](https://chatwoot.help/hc/user-guide/articles/1765223602-how-ai-credits-work-in-captain) | | **Customer requested** | Often expected. If it is very high, check the assistant's answers in the Playground | * If **Reopen rate** goes up, answers may look right but not solve the problem. Read some reopened conversations. * **Saved in agent effort and time** is an estimate, not a measurement. * For reports across all bots in the account. ## Troubleshoot | Symptom | Likely cause | What to do | | ---------------------------------------------------- | ---------------------------------------------------------------------- | ------------------------------------------ | | "No data available for this period." | No inbox connected, or Captain handled no conversations in that period | Connect an inbox, or choose another period | | A period shows "Not enough reporting history yet" | The assistant has no data that far back | Choose a shorter period | | **Captain resolutions remained closed** has no value | No resolution in the period is seven days old yet | Expected. Check again later | | Clicking a number does nothing | You are not an administrator | Ask an administrator | | A conversation appears twice in a list | Captain handled it in two separate episodes | Expected | | Usage numbers look old | The card has not refreshed | Click **Refresh usage** | More causes: [Troubleshoot Captain](https://chatwoot.help/hc/user-guide/articles/1791891431-troubleshoot-captain).