# AI assistance, translation and sentiment reports

Review AI assistance use, translated messages, customer sentiment and censored visitor messages.

*Release 3.3 · admin, supervisor*

**Reports › General › AI Assisted Summary** · **Reports › General › AI Translation Report** · **Reports › General › Sentiment Score** · **Reports › General › Censored Messages** · **Settings › General Settings › Sentiment** · **Settings › General Settings › Censorship** · **Settings › AI › Features**

## What it is

These reports show how operators use AI help and translation, and how customers' recorded sentiment is distributed. **Censored Messages** provides a separate review of visitor messages affected by censorship. Assistance usage, sentiment and censorship measure different parts of a conversation.

## Who uses it and why

- Supervisors check whether suggestions are being used and investigate sentiment patterns.
- Administrators review language demand and check that the underlying AI, sentiment and censorship services are producing activity.

## Where to find it

Open **Reports › General** and choose **AI Assisted Summary**, **AI Translation Report**, **Sentiment Score** or **Censored Messages**. You need the **Reports** role.

## How it works

1. Choose the report, website and date range.
2. Set the filters offered by that report and select **Apply Filters**.
3. Read the counts using the units shown below. Open linked conversation results where available to investigate the underlying activity.

| Report | What the results mean |
|---|---|
| **AI Assisted Summary** | Daily assisted-conversation counts and suggestion activity, including **Suggestions Provided**, **Suggestions Used**, **Suggestions Edited**, **Suggestions Ignored**, **Resuggestions** and **Minimized**. It also counts **Fix**, **Re-Phrase** and **Ask AI** use. |
| **AI Translation Report** | Translated message counts by **From Language** and **To Language**. Grouping by operator also shows **Operator** and **Message Source**, distinguishing operator and customer messages. |
| **Sentiment Score** | Counts and percentages for positive, neutral and negative customer sentiment. The selected sentiment type determines which assessment is used. |
| **Censored Messages** | Conversation time and identifier, platform, visitor message, language and visitor context, including IP address. |

Positive sentiment is above zero, neutral is zero and negative is below zero. **Sentiment Score** uses ended conversations with a recorded score for the selected sentiment type. Its date range uses the conversation's end time, and its percentages use that scored population.

## Configure it

Use the report filters to choose the population. Assistance reports offer operator, team, channel, platform, tag and location choices where supported. The translation report offers operator grouping; the sentiment report lets you choose the sentiment type.

Configure operator AI features through **Settings › AI › Features** with the **Settings** or **Developer** role. Powerfront can change sentiment and censorship settings for you at **Settings › General Settings › Sentiment** and **Settings › General Settings › Censorship**.

### Permissions

| Permission | Lets you |
|---|---|
| Reports | Open the assistance, translation, sentiment and censored-message reports. |

## Limits and good to know

- An assisted conversation requires at least one suggestion provided to an operator. A suggestion being provided does not mean the operator used it.
- Suggestions and assistance actions can occur several times in one conversation. Their counts are not unique conversation counts.
- Translation counts messages. It does not establish that AI handled or resolved the conversation autonomously.
- A missing sentiment score is excluded from **Sentiment Score**, rather than counted as neutral.
- Initial, ending and overall sentiment assess different parts of the conversation. Keep the same type when comparing periods.
- Censored-message results can include visitor text and identifying information. Share them only with the intended reviewers.

## Depends on and works with

### This feature uses

- **Requires** [Report selection and filters](REP-001.md): These reports use the reporting workspace.
- **Configured in** [Roles and permissions](ADM-008.md): Reporting access is controlled by roles.
- **Works better with** [Copilot reply suggestions](AI-006.md): Response suggestions supply provided, used, edited and ignored assistance activity.
- **Works better with** [Fix and Re-Phrase for operator drafts](AI-007.md): Fix and rephrase actions contribute assistance usage counts.
- **Works better with** [Ask AI beside a visitor conversation](AI-008.md): Ask AI activity contributes assistance usage counts.
- **Works better with** [Chat Translate and language detection](AI-010.md): Translation activity supplies the language and message counts.
- **Works better with** [Censorship and abuse warnings](CHAT-021.md): Censorship supplies the visitor messages available for review.
- **Works better with** [Sentiment and emotion](CHAT-022.md): Sentiment processing supplies initial, ending and overall sentiment.
- **Related** [Conversation detail and abandonment reports](REP-006.md): Conversation detail helps investigate the conversations behind assistance, translation and sentiment results.

### Used by

- **Related** [Censorship and abuse warnings](CHAT-021.md): Censorship reports let supervisors review matched messages and blocking evidence.
- **Related** [Sentiment and emotion](CHAT-022.md): Sentiment reports help supervisors review the estimates recorded for conversations.
- **Related** [AI assistance activity](AI-033.md): AI assistance reports show operator activity and suggestion-adoption counts.

## FAQ and troubleshooting

### Why are there more suggestions than assisted conversations?

One conversation can receive several suggestions. The columns measure different units.

### Why does the translation report show both operator and customer messages?

When grouped by operator, **Message Source** separates translations of the two sides of the conversation.

### Why are fewer conversations included in Sentiment Score?

It includes ended conversations with a recorded score of the selected type. Missing scores are excluded, and the period uses end time.

### Does positive sentiment mean a positive customer survey?

No. Sentiment assesses customer language. Survey satisfaction is based on the customer's recorded answers.