Get insights on your customer service agent's performance

Use reporting to help you understand how your AI customer service agent is performing and how effectively they’re supporting your customers. You can find Reporting in the sidebar of your agent settings. The screen provides a set of charts to help you monitor key metrics.

Charts

The reporting screen includes four charts.

Number of conversations

The number of conversations chart shows how many unique conversations your agent has handled over time. Hover over any bar in the chart to see the exact number of conversations for a specific day.

AI containment

The AI containment chart shows the percentage of unique conversations that were started with your agent that did not result in a work item being created. In other words, the percentage of conversations that were contained by your agent, without having to involve any of your customer support staff. Hover over any bar in the chart to see the exact AI containment percentage for a specific day.

Resolution rate

The resolution rate chart shows the percentage of unique conversations that were automatically resolved by your agent. A conversation is considered resolved if it meets all of the following criteria for the entire conversation:

• Relevant – the agent provided directly related information or assistance as a solution to the customer’s inquiry.

• Accurate – the responses from your agent never contradicted any context that was retrieved from its knowledge sources.

• Safe – the agent interacted with the customer in a respectful manner and avoided engaging in topics that could cause danger or harm, either to the customer or to your business.

• Contained – the agent successfully addressed the customer’s inquiry without suggesting that the customer contact your support team.

If the conversation contained multiple distinct inquiries, it is only considered resolved if the above criteria is met for all of the inquiries.

You can hover over any point in the chart to see the resolution rate for a specific day.

Message feedback

The message feedback chart shows the number of thumbs up or thumbs down ratings that customers gave to responses from your agent each day. This direct feedback helps you understand how customers feel about the support they receive. Hover over any bar in the chart to see the exact count of thumbs up or thumbs down for a specific day.