Measure and improve
Reading the Performance dashboard
Reading the Performance dashboard
The Performance dashboard is where you go to see what your Customer Agent is actually doing, in near real-time, across every Moment and surface. It is the operational pulse of your AI agent, showing conversations, responses, feedback, top questions, and top Sources. Unlike the cost reduction dashboard, which tells you whether the agent is saving money, Performance tells you whether the agent is busy and how well it is working. This is the view you open every Monday morning to check the health of your agent, not once a quarter for a board deck.
What the dashboard shows
The Performance dashboard aggregates data from the Unless Engine, which continuously collects conversation data across all your surfaces. The dashboard reflects the last 24 hours within a few minutes of actual activity, and longer ranges such as week or month take into account every conversation in that window.
Conversation counts
Total conversations are broken down by Moment, surface, and Audience. Date range filters let you view activity over specific time periods, so you can compare a busy week against a quiet one or track the impact of a configuration change.
Resolution and deflection
Two metrics that often get conflated. Deflection is conversations the agent ended without escalation. Resolution is conversations where the customer’s question was actually answered. Resolution is the harder, more useful number. A high deflection rate with a low resolution rate means the agent is catching conversations but not finishing them.
Feedback
Thumbs up, thumbs down, and escalations are shown in aggregate. This surfaces customer reactions so you can spot satisfaction trends at a glance.
Top questions
The questions customers asked most often, ranked by volume. This is direct input into your Knowledge base priorities. Click any question to see the conversations behind it.
Top Sources
The Sources the agent referenced most, listed by reference count. High-volume Sources that are out of date will hurt you the most, so this block is a good starting point for Source quality work.
How to use the dashboard
The Performance dashboard is designed for regular operational checks. Use it for a weekly health check on a stable agent, a daily check during the first weeks of a pilot, or when diagnosing a sudden drop in resolution or satisfaction. It is also the place to identify which questions deserve new content this sprint.
You can track conversation volume across Moments and surfaces, compare resolution and deflection rates over time, and spot the Sources that are pulling the most weight. Clicking into any metric shows the contributing conversations, so you can always trace a number back to the actual interactions behind it.
Comparing across Moments
To compare resolution rates across Moments, set the breakdown to Moment in the Performance view. The chart then splits resolution by Moment so you can spot weak spots. This is useful when you run the agent across multiple Moments, such as Support, Sales, or Retention, and want to see where it performs best.
Exporting the data
If you need the numbers for a report or a meeting, use the export button on the Performance page. The CSV download includes all visible metrics for the selected date range.
A note on benchmarks
Unless customers across the platform see 78% ticket deflection, 71% efficiency gain, 64% of content operations automated, and 37% of requests resolved outside office hours, with first-year ROI around 512%. These platform benchmarks are useful as a reality check on your own Performance numbers, but your own numbers are the ones that matter for your operation.
The Performance dashboard is the operational pulse of your agent. It tells you what is happening now, what is trending, and where to focus your next improvement. Pair it with the cost reduction dashboard when you need to talk money, and with the customer satisfaction dashboard when you need to prove the agent is not just fast, but good.