Does Freshdesk Freddy report analytics that match what actually happened?
Freshdesk Freddy reported five human handoffs, matching the reference tally of five. Its workflow totals also covered every benchmark run.
1 of 1 test case passed
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The test case
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Product's counts vs our recordsPassEvidence
We opened the Performance report in Analyse to compare conversation and handoff counts with the earlier test activity. No message was sent to the agent.
The tool's response has no text to quote: it is what the evidence under Proof shows.
Proof 1 · Screen recording · ▶ 0:30–0:36; ▶ 0:48–0:56
| ✓ | Expected: The report should account for the test conversations and show five human handoffs, agreeing with the escalation tally.Found: The report lists five human handoffs against five in the escalation tally, and its workflow totals cover every benchmark run. |
The counts account for the benchmark activity; surplus conversations came from setup, trials and retests. Earlier test history and the escalation tally provide the comparison.
Configuration and setup
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Each test case gets one result per tool: Pass, Fail or Not gradable. A test case we haven't run yet shows Untested. There are no partial results.
- Pass: the tool did everything the test expected, and nothing it said contradicts the correct answer.
- Fail: at least one expected behaviour clearly didn't happen; the test case's result says which one and quotes the tool.
- Not gradable: our evidence couldn't settle the outcome (for example a record we needed is missing). It is never counted as a fail, and the test case's result says what's missing.
Where this sits in the benchmark
This page is one cell of a larger study: one tool, one scenario. Only this benchmark's frame appears here.
| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 14 tools |
| Capability | Analytics and observability → | |
| Scenario | Reported analytics match what actually happened → | |
| Tool | Freshdesk Freddy → |
Global scenario definition → · Global capability definition → · Freshdesk Freddy product page →
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You run the same kind of test against your own setup and get the same behaviour.
Agree →Yours behaves differently. Tell us what you got, with a screenshot if you have one.
Disagree →Something here is wrong — a reference value, a transcription, a grade.
Report an issue →Tell us what changed and we schedule a rerun of the failing test case. The old result stays as history.
Vendor notice →The same record is available as structured data through the AI Demos MCP server, with the counts, the coverage and every per-test-case reason carried as fields.
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