Performance metrics show how your agents are handling conversations over time. Use this page to monitor volume, outcome rates, and timing distributions, then investigate specific changes in Run History or Breakdown.Documentation Index
Fetch the complete documentation index at: https://docs.duckie.ai/llms.txt
Use this file to discover all available pages before exploring further.
Before you use Performance
Performance metrics depend on each run’s outcome. Configure resolution rules before using the page to judge agent quality.Resolution Rules
Define when Duckie should treat conversations as resolved, deflected, escalated, or unresolved.
Open Performance
Choose a date range
Select Last 24 hours, Last 7 days, Last 14 days, Last 30 days, Last 90 days, or a custom range.
Metric cards
The top cards summarize volume and outcomes for the selected date range and deployment.| Metric | What it shows |
|---|---|
| Total Tickets | Runs included in the selected range |
| Total Messages | Messages across those runs |
| Deflections | Runs marked with the deflected outcome |
| Resolutions | Runs marked with the resolved outcome |
| Deflection Rate | deflected runs divided by total tickets |
| Resolution Rate | resolved runs divided by total tickets |
Charts
Volume Over Time
Shows daily counts for:- Deflections
- Resolutions
- Escalations
- Total Tickets
Quality Rates Over Time
Shows daily deflection and resolution rates. Use this chart to see whether agent outcomes are improving or declining across the selected period.Escalation Rate Over Time
Shows the daily percentage of runs marked asescalated.
Escalation is not always bad. Some conversations should go to a human. Use this chart to find unexpected spikes or sustained changes.
Time distributions
Performance includes two timing histograms:| Chart | What it shows |
|---|---|
| Response Time Distribution | Run durations grouped into fixed buckets: < 10s, 10-30s, 30s-1m, 1-2m, 2-5m, and > 5m |
| Time to Resolution Distribution | Durations for resolved or deflected runs grouped into fixed buckets: < 5m, 5-15m, 15-30m, 30m-1h, 1-2h, and > 2h |
How to investigate changes
When a metric moves unexpectedly:- Check whether the date range or deployment filter changed.
- Open Run History to inspect individual runs, tool calls, and outcomes.
- Use Breakdown to compare performance by category or attribute.
- Review resolution rules if resolved, deflected, or escalated counts look wrong.
- Update knowledge, guidelines, runbooks, tools, or agent configuration when the run details show a configuration gap.
Next Steps
Breakdown
Analyze performance by category and attribute
Run History
Investigate individual runs