The AI Performance report helps you evaluate how effectively your AI agents are managing conversations across all channels. This report highlights automation coverage, efficiency, and the frequency of escalations to human agents—allowing you to assess where AI is working well and where fine-tuning may be needed. Use this report to measure the impact of your AI deployment strategy, track deflection success, and understand the conversational load your bots are carrying.

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Metrics in this Report

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1. Total AI Conversations

Total number of conversations initiated and managed by AI agents.

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2. Total AI Resolved Conversations

Number of AI-led conversations that ended without needing human agent involvement.

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3. AI to Agent Transfer Rate

The percentage of AI conversations that were escalated to a human agent.

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4. AI to Agent Transfers

The actual number of conversations that were handed off to a human.

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5. Average Handle Time

The average time spent per AI conversation.

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6. Average Replies per Conversation

The average number of AI-generated messages sent in each conversation—indicative of the depth or duration of interaction.

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Charts in this Report

All charts default to showing the last 6 months of data when no date range is selected. Time intervals (e.g., daily vs. monthly) are determined by the “Group data by” setting. Charts update dynamically based on filters like channel or direction.
  • AI to Agent Transfers & Transfer Rate A combined chart showing the number of AI-to-human escalations alongside the transfer rate percentage over time.
  • Average Handle Time Displays how AI handling duration varies over time (if data is available).

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Filters

Customize your view of the report using the following filters:
  • Date Range: View AI performance over a defined period or custom date selection.
  • Group Data By: Adjust the time granularity shown in charts (Hourly, Daily, Weekly, Monthly, Quarterly, Yearly).
  • Channel: Filter AI activity by specific communication channels (e.g., WhatsApp, Chat, Call).
  • Direction: Separate inbound vs. outbound AI-led conversations.

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Export Options

Every chart in this report can be downloaded in one of the following formats:
  • CSV: Raw tabular data as comma-separated values.
  • XLSX: Spreadsheet format, suitable for Excel or Google Sheets.
  • Image (PNG): A static visual snapshot of the current chart view.