Measure and improve

Reading the Performance dashboard

The Performance dashboard is your go-to tool for monitoring the live, day-to-day activity of your Customer Agent across all customer lifecycle moments and interaction surfaces. It provides near real-time insights into how the agent is performing, helping you understand customer engagement, agent effectiveness, and areas for improvement. By regularly reviewing this dashboard, you can keep a close pulse on your AI agent’s operational health and make informed decisions to optimize its impact.

key metrics and what they mean

The Performance dashboard presents several important metrics that give you a comprehensive view of your Customer Agent’s activity:

• Conversation counts: This shows the total number of conversations the agent has handled, broken down by moment (such as Acquisition, Retention, Support, or Expansion), interaction surface (website, product, portal, etc.), and audience segments. You can filter these counts by date range to analyze trends over time.

• Resolution and deflection rates: These two metrics are often confused but serve different purposes.

  • Deflection counts conversations that the agent ended without escalating to a human helpdesk. It indicates how many interactions the agent successfully handled alone.
  • Resolution measures the share of conversations where the agent actually answered the customer’s question fully, without needing human intervention. Resolution is a more meaningful indicator of agent effectiveness.

• Feedback: Customer reactions are aggregated here, including thumbs up (upvotes), thumbs down (downvotes), and escalations. This feedback helps you gauge customer satisfaction and identify potential issues.

• Top questions: This section lists the most frequently asked questions by customers, ranked by volume. These insights directly inform your content and training priorities, highlighting what customers want to know most.

• Top Sources: Displays the content sources the agent referenced most during conversations. Reviewing these helps you identify which knowledge base materials are most valuable and which may need updating or improvement.

• Platform benchmarks: For context, the dashboard also shows typical performance figures from other Unless customers, such as average ticket deflection rates (78%), efficiency gains (71%), and first-year ROI (512%). These benchmarks help you assess your agent’s performance relative to industry standards.

how to use the dashboard effectively

The Performance dashboard is designed for frequent use, especially during early deployment phases or when monitoring ongoing operations:

• Use it for weekly health checks on a stable agent or daily reviews during pilot launches.
• Track conversation volumes and resolution rates across different moments to spot strengths and weaknesses.
• Investigate sudden drops in resolution or customer satisfaction by drilling into feedback and conversation details.
• Identify the most common customer questions to prioritize content updates or new training.
• Monitor which knowledge sources are heavily used to ensure they remain accurate and relevant.

You can click on any metric or question to see the underlying conversations, providing detailed context for your analysis. The dashboard also supports exporting data in CSV format for reporting or deeper offline analysis.

common questions about the Performance dashboard

• Where can I find the top questions customers asked?
  Open the Analyze > Performance section and look for the top questions block. Clicking a question reveals the conversations behind it.

• How do I compare resolution rates across different moments?
  Set the breakdown filter to “Moment” to see resolution rates split by Acquisition, Retention, Support, and Expansion.

• Why might my deflection rate be high but customer satisfaction low?
  Deflection only measures whether conversations ended without escalation, not whether customers got useful answers. Check resolution rates and customer feedback (CSAT) for a clearer picture.

• How do I identify which knowledge sources are most important?
  The top Sources block ranks content by how often it was referenced. High-usage but outdated sources can negatively impact performance.

• Can I export the Performance data?
  Yes, use the export button on the Performance page to download a CSV file with all visible metrics for your selected date range.

conclusion

The Performance dashboard is an essential tool for understanding how your Customer Agent operates in real time. By tracking conversations, resolution effectiveness, customer feedback, and content usage, it empowers you to maintain a healthy, responsive AI agent that meets customer needs. Regularly engaging with this dashboard helps you spot issues early, prioritize improvements, and demonstrate the ongoing value of your AI investment.