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AI Agent Performance

Overview

The AI Agent Performance Dashboard is a powerful, centralized analytics tool designed to surface key insights on how your AI agent is performing. It brings clarity to user behavior, engagement trends, and content opportunities—making it easier than ever for teams to optimize experiences and prove value.

This dashboard gives you access to top-level KPIs, new engagement insights, and deeper topic-level reporting—all with no setup required.

Key Capabilities

Below is a breakdown of each tile included in the AI Agent Performance Dashboard, along with a description of its functionality.

AI Chat Volume

Analyze your customers’ usage to see your AI Agent’s impact on your business.

Displays the total number of distinct messages by end users. Shows all messages from end users to your AI agent and Live agent.

  • Includes a calculated “Messages per Conversation” ratio to provide insight into engagement depth.

Engagement Over Time

Identify peak and off-hour usage to align your support coverage with user demand.

Displays daily volume of both conversations and messages across the selected time period using an area chart. Trends are plotted to show fluctuations, spikes, or dips in usage over time.

Provides visibility into usage trends over time, helping identify seasonal surges, campaign impact, or anomalies in engagement.

Segmentation Analysis

Analyze how users interact with your AI agent by message type, device channel, and response style.

Message type donut chart categoeizes end-user inputs by type: free text, quick replies, and structured message elements like buttons.

Offers insights into how users prefer to interact with the AI and whether the experience is driven more by open-ended inputs or predefined flows.

User Topics

Table listing the most common user topics based on message volume. Helps you analyze what guests are asking your AI agent, based on message volume.

Surfaces what users are asking the AI agent the most, enabling prioritization of content updates and validation of coverage in high-impact areas.

Drill down on a specific topic to see the sub-topics associated.

Drill down on a specific sub-topic to see the intents associated.

Topic Content Gaps

Topic Content Gaps is a table identifying user topics where the AI agent's answer was labeled as “No Response”. Includes counts of uncovered messages per topic.

Pinpoints weak spots in the AI’s training data or content coverage, helping you focus improvement efforts where they’re needed most.

Drill down on a specific topic to see the sub-topics associated.

Drill down on a specific sub-topic to see the intents associated.

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