Summary
The Availability and Language reports help you understand when customers are engaging with your AI agent and which languages they prefer to use. These insights can help you evaluate support coverage across different regions, time zones, and languages, while identifying opportunities to improve your AI's performance.
Instructions
As your business grows across different locations and customer segments, it becomes important to understand when customers need support and how they prefer to communicate.
Astra's Availability and Language reports provide visibility into:
Customer activity outside business hours
Weekend support demand
Peak conversation times
Language preferences
AI performance across different languages
These insights can help you optimize staffing, improve AI training, and provide a more consistent customer experience across regions.
Review support coverage with the Availability Report
The Availability Report helps you understand when your AI agent is supporting customers outside your regular operating hours.
1. After-hours coverage
Shows the number of conversations handled outside your defined business hours. This metric helps you measure how much support your AI provides when human team members are unavailable.
Use this insight to:
Understand demand outside working hours
Measure the value of 24/7 support
Reduce the need for overnight support coverage
2. Weekend coverage
Shows the number of conversations handled during weekends. You can use this data to understand customer activity on Saturdays and Sundays and evaluate how much support your AI provides during non-business days.
3. Hourly query volume distribution
Displays conversation volume by hour throughout the day.
This chart helps you identify:
Peak customer activity periods
Quiet hours with lower engagement
Time zones where customers are most active
Opportunities to adjust support schedules and resources
Reviewing hourly trends can help you better align your support strategy with customer demand.
Understand customer language preferences
The Language Metrics section helps you understand which languages your customers use most frequently when interacting with your AI agent.
1. Language distribution
Shows the percentage or volume of conversations for each supported language.
Use this report to:
Identify your most commonly used languages
Understand regional customer preferences
Prioritize language-specific content and training
This information can be particularly valuable for businesses serving customers across multiple countries or regions.
2. Measure AI performance by language
Different languages may perform differently depending on the quality and depth of your training data.
Language performance
Shows how effectively your AI agent handles conversations in each language.
Key insights may include:
Resolution rates by language
Languages with stronger performance
Languages that may require additional training
Reviewing language performance can help you identify areas where your AI may need more content, improved responses, or expanded knowledge coverage.
Use these insights to improve support coverage
Regularly reviewing availability and language reports can help you:
Measure the impact of 24/7 AI support
Understand customer behavior across regions and time zones
Identify peak support periods
Improve multilingual support experiences
Prioritize training efforts for underperforming languages
Together, these reports provide a clearer picture of how your AI agent supports customers around the clock and across different languages.