Back to [Captain in Chatwoot](https://chatwoot.help/hc/user-guide/articles/1791891405-captain-in-chatwoot). ## 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?utm_source=google&utm_medium=cpc&utm_campaign=23980165177&utm_term=chatwoot%20self%20hosted&gclid=CjwKCAjw88HWBhA3EiwAo2Zd6HFHPs_QGMj_F2WpNhDNE0eyvUyV6IPWGvIFYndFRlar8frogtJ57BoCw2EQAvD_BwE&gbraid=0AAAABDo-93e1Zjsr5451zEUWpEYdqY0C-&gad_source=1&gad_campaignid=23980165177&gbraid=0AAAABDo-93e1Zjsr5451zEUWpEYdqY0C-). 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 [Create and connect an assistant](https://chatwoot.help/hc/user-guide/articles/1791891407-create-and-connect-an-assistant). 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**. *[Screenshot: 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**. *[Screenshot: 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. *[Screenshot: 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 knowledge: documents](https://chatwoot.help/hc/user-guide/articles/1791891409-add-knowledge-documents) and [FAQs and FAQ suggestions](https://chatwoot.help/hc/user-guide/articles/1791891411-fa_qs-and-faq-suggestions) | | **Tool failure** | Check your tools. See [Custom tools](https://chatwoot.help/hc/user-guide/articles/1791891418-custom-tools) | | **Policy restriction** or **Unsupported request** | Check your guardrails and scenarios are not too strict. See [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 [AI credits and usage](https://chatwoot.help/hc/user-guide/articles/1791891427-ai-credits-and-usage) | | **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).