Measure and improve

Reading the Performance dashboard

In brief: The Performance dashboard shows day-to-day Customer Agent activity, including conversations, responses, feedback, top questions, and top Sources.

Use the dashboard to review the Customer Agent’s activity across every Moment and surface. You can also view performance measures over time and inspect individual conversations, connecting the overall picture to the details behind it.

What the dashboard shows

The Performance dashboard gives you a near-real-time view of the Customer Agent’s operational behavior. Its main activity areas are:

These views show the day-to-day pulse of the agent. For a closer look at performance, the dashboard also provides metrics and conversation details.

Review performance details

Performance analytics include resolution rate, deflection, latency, and CSAT. You can break the data down by skill, role, or language, view trends over time, and compare results against baselines.

Conversation details provide another level of context. You can examine timestamps, decision paths, the models used, and source citations to see more about how the Customer Agent responded.

How Performance fits into Analyze

Performance is one of the three pillars in Analyze, alongside Business impact and AI maturity. Business impact tracks monetary value, including cost reduction and revenue generation, while AI maturity shows maturity stages, progression, and suggested next steps.

Together, these views cover operational behavior, business value, and AI maturity. The Performance dashboard is the place to follow the agent’s ongoing activity and explore the details behind its results.