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Performance
Monitor team and AI agent performance across all channels. Identify top performers, track response times, and measure how effectively your AI agents resolve customer queries.
Overview
The Performance dashboard combines human team metrics and AI agent metrics into a single view. Compare how your team and AI agents handle conversations, track individual contributions, and identify areas where automation can reduce workload. Use these insights to balance the work between human agents and AI.
Team Performance
1
Messages handled per member
View the total number of messages each team member has handled during the selected period. This includes messages sent across all channels — WhatsApp, voice, and others.
2
Average response time per member
See how quickly each team member responds to incoming messages. Compare response times across the team to identify who may need additional support or training.
3
Customer satisfaction per member
If feedback collection is enabled, view the average satisfaction rating for each team member. Use this alongside response time to get a balanced view of performance.
Tip
Use the leaderboard view to highlight top performers and encourage healthy competition within your team.
AI Agent Performance
1
Query resolution rate
The percentage of customer queries that the AI agent resolved without human intervention. A higher rate means your AI is effectively handling routine questions.
2
Handoff rate
The percentage of conversations where the AI agent transferred the customer to a human team member. Monitor this to understand which topics the AI struggles with.
3
Knowledge base hit rate
The percentage of AI responses that were sourced from your knowledge base. A low hit rate suggests gaps in your documentation that should be filled.
Info
Review handoff conversations regularly to identify common topics that could be added to your knowledge base, reducing future handoffs.
Response Time Tracking
1
Set response time targets
Define target response times for your team (e.g., first reply within 5 minutes). The dashboard highlights when targets are met or missed.
2
View response time trends
Track average response times over days, weeks, or months. Look for patterns — response times often increase during peak hours or staff shortages.
3
Breakdown by channel
Compare response times across channels (WhatsApp, voice, etc.) to see which channels need more attention or resources.
Tip
Set up alerts in Settings to get notified when average response time exceeds your target threshold.