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AI Performance

The AI Performance view shows how effectively your AI agent is handling conversations — and how it compares with conversations handled by your team.

What it shows

Section titled “What it shows”

Pick a date range (last 7, 30, or 90 days, or a custom range) and the page splits into two tabs:

  • Overview — headline metrics including total conversations, how many the AI handled (and what share of the total), average first-response time, and the AI escalation rate. Further cards compare AI vs. human conversion rates, AI cost totals and cost per conversation, average conversation duration, and customer satisfaction (CSAT) scores.
  • CSAT — satisfaction-focused metrics: overall score, NPS, survey response rate, total surveys, a rating trend over time, and a breakdown of scores.

Charts compare AI and human performance side by side for response time, conversion, and conversation distribution.

Section titled “Related”