Measure performance and improve with data
Your AI Customer Agent does more than answer questions. It also generates valuable data you can use to improve performance. The Overview dashboard shows you how many conversations your Agent is handling, how often it resolves them, and when support teams need to step in. By reviewing this data, you can spot trends, close knowledge gaps, and create a smoother experience for your shoppers.
Get to know your dashboard
Expand the dropdowns to learn about the 3 main areas of your dashboard and how to use each effectively.
Your Performance
This chart shows the total volume of conversations your Agent has handled across each channel over time. You can change the date range to view data over the last 7 days, 30 days, or 90 days. You can also drill into the following options for even more data:
- Select By channel to view conversations over web chat or SMS.
- Select By status to view conversations that are either marked Closed, Open, Resolved by AI, or Routed to team.
Select By tags to see the general content of the conversation. Examples include Pricing, Loyalty, Subscription, Speak to human, and more.
Key Metrics
The Key Metricssection gives you a quick view of how your AI Customer Agent is performing overall. You can see resolution rates, AI-generated sales, and total conversations handled to understand the Agent’s impact.
Use the dropdowns to filter by channel or date range and track how performance changes over time.
Conversations
The Conversations section lets you review every chat your AI Customer Agent has handled. You can see the shopper’s first question, profile details, channel, status, tags, and the full message thread to understand the flow of each interaction.
This view makes it easier to spot patterns, learn what shoppers are asking, and identify areas where your Agent needs additional training.
Best practice: Focus on reviewing conversations marked Routed to team. These show you where shoppers still need human support and highlight the best opportunities to strengthen your AI Customer Agent.