To view performance statistics for the Capitão assistant in Papo (https://papo.global/), go to the Reports module and open the Agents Report. Capitão appears as an agent in the list, showing metrics such as resolved conversations, average response time, CSAT, and SLA. This way you track the AI's effectiveness in real time and identify opportunities to improve the knowledge base.
Combining automated service volume with customer-perceived quality is essential to adjust Capitão's training. Papo organizes these metrics in the same report used for human agents, allowing you to compare the AI's performance with the team's and make data-driven decisions.
Summary of metrics available for Capitão
| Metric | What it shows | How to interpret |
|---|---|---|
| Resolved conversations | Total conversations completed by Capitão in the period. | Indicates the volume of automatic responses and the workload the AI absorbed. |
| Average response time | Minutes Capitão took to send the first message to the customer. | Reflects the AI's speed; it is usually under a second. |
| CSAT | Average score from 1 to 5 given by customers to Capitão's conversations. | Measures satisfaction with automatic responses. |
| SLA | Percentage of conversations answered within the deadline defined by the operation. | Shows whether the AI is meeting service-level agreements. |
How to access Capitão statistics
The Agents Report is the starting point for analyzing the AI assistant's performance. It lists all agents — including Capitão — with the main metrics side by side.
-
Go to the Reports module – In Papo's side menu, click Reports. This hub brings together all operation metrics, from conversation volume to sales performance.
-
Open the Agents Report – Within the reports hub, find the Agents section. The list shows the complete ranking, and Capitão appears identified as “IA Papo” (or the name you gave the assistant).
-
Apply the desired period filter – Use the predefined ranges (Today, Last 7 days, Last 30 days) or set a custom period. To evaluate the impact of a recent knowledge base update, for example, select the days after the change.
-
Analyze the performance columns – Look at the Resolved conversations, Average response time, CSAT, and SLA columns. The number of resolved conversations indicates how many conversations Capitão completed without human intervention. By comparing this number with the total conversations in the period, you calculate the automatic response rate.
-
Export the data – In the report itself, there is an option to export the content as PDF (for presentations) or CSV (for detailed analysis in spreadsheets). The generated file respects the applied period filter, delivering exactly the slice you defined.
Who this monitoring is most useful for
- Customer service managers who need to measure the return on investment in AI and justify expanding Capitão's use.
- Quality analysts who want to compare customer satisfaction with automatic responses versus human service.
- Operations teams seeking to identify bottlenecks in the knowledge base — a drop in Capitão's CSAT may signal that FAQs or documents need updating.
- White label resellers who monitor AI performance across their clients' accounts to offer improvement suggestions.
Frequently asked questions
Does Capitão always appear in the Agents Report?
Yes. Whenever the Capitão assistant is active and linked to at least one inbox, it will be listed as an agent in the Agents Report, with the same metrics as human agents.
How do I calculate Capitão's automatic response rate?
The automatic response rate can be obtained by dividing the number of conversations resolved by Capitão by the total conversations in the period. For example, if Capitão resolved 300 conversations and the total was 500, the rate is 60%. This calculation can be done quickly with the data exported to CSV.
Is Capitão's CSAT measured the same way as human agents'?
Yes. The satisfaction survey is sent to the customer after the conversation ends, regardless of who handled it. Capitão receives a score from 1 to 5, and the average appears in the CSAT column of the report.
Can I see Capitão's statistics separated by inbox?
The Agents Report shows the assistant's consolidated performance across all inboxes where it operates. For a channel view, you can cross-reference the exported data with the channel volume reports available in Papo.
How often are Capitão's metrics updated?
The metrics in the Agents Report are updated in real time, reflecting the most recent interactions processed by the assistant.
What should I do if Capitão's CSAT is below expectations?
A low score generally indicates that the knowledge base needs reinforcement. Review the FAQs and documents linked to the assistant, add frequently asked questions that were not covered, and consider training Capitão with transcripts of old calls to improve understanding of customers' language.
Read also
- What is the AI Knowledge Base and how to add documents to train Capitão
- How to train Capitão with transcripts of old calls to improve understanding
With Papo, you activate the Capitão assistant in minutes and start measuring AI performance at no initial cost.